I would like to see system configuration that allows up-loadable, pre-designed documents to be auto-populated with customer information after a ticket has been processed. In another system, we have a process in place that allows us to press a single button that will populate the customer's RMA request info into a Word document (RMA #, serial #, issue reported, etc) that is then used as a packing list to put on the box they intend to return to us (with our shipping information). Additional desirable functionality would be for the system to generate an automatic email to the customer with that document.

This would ideally be made as a button added to the ticket dash board where we can add and edit these preformed documents.