I know this is probably a small suggestion considering some of the other suggestions here, but I think it would be helpful if it were possible to change the default 'Ticket Update' status so it is not stuck on 'Diagnosis' each time I want to send a ticket update.

I understand that the current idea is that it stays at 'Diagnosis' until a diagnosis is made, then it changes to 'Contacted', but for someone like myself who works mostly with helpdesk requests, maintenance tasks etc that do not require diagnosis, I feel that it would be quite useful to keep my default as 'update' so I don't accidentally send the wrong status through to clients (because I'm horrible at remembering to change it!)

Again, probably not drastically important, but would be nice.