We noticed another feature that was (quiet sure) part of some previous version.
When you have a request opened in front of you, you can follow the action on this ticket (on the bottom you have an “AUDIT TRAIL” option in the “AUDIT” part.
It would be great to have also all the mails sent for this ticket. A sort of “EMAIL TRAIL”.
This could help to verify that all requested emails have been sent to the customer or to another technicain to handle the case.