I have been using this component and have watched it mature to where it is now. It doesn't get any better and the support has been the best I have ever received from a component developer. In regards to the negative post below, it is easy to tell the user is simply trying to get the developer to customize to his version. He/She would probably be happy if he forked a version just for him but we know that it doesn't work that way. It is also easy to tell that he is using the JED as a form of extortion. Bottom line, if you are looking for a professional help desk, imaqma is the best that is out there and this comes from someone that has tried them all. As far as support, it has always been professional and I have seen imaqma take a good suggestion and have seen it implemented sometimes in the next release. Nothing like a newbie to have a tantrum and post a ridiculous review. Lastly, because ot his component, my customers often comment to me how professional our support is and I must say I give the credit to imaqma. Even looking at all the reviews you will notice 99% give 5 starts, for a good reason.