Jesse,
A suggestion for functionality: I would be useful if there were comments associated to keywords. Often users are not quite sure how/where to classify the ticket and a quick comment regarding the keyword would go long way to solve this.
Regards,
Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan@nha.co.za
Tel: +27 21 6709237
Fax: +27 21 6709337