Hi
You really need to replace vtiger ticket system, because with our customization that we have added on vtiger recently it will work in much better way
1: In Current System, if you configure workflow to create ticket in system based on certain rules, then you must have corresponding organisation or contact created in crm , hence it will create a dummy ticket with no email information, but with our customization user will get this information. even it is fresh enquiry from new customer
2: In current system ticket update relies on custom regex rules based on subject content, but with our customization the support system will exactly work like zendesk support, user send emai, system convert email to ticket, customer support guy replied to ticket through comment section, customer receive email, and replied back, system will immediately add new reply as a new comment against that ticket instead of creating new ticket