We're looking to get some software written if we can't find one on the market.
Has anyone ever seen Issue Tracking Software that allows the user to log their own issue on a website? One where they have to choose the category of their problem?
The particular feature that we are after though, is that they will then receive an automated email telling them how long it will likely take to resolve their issue (based on how long previous tickets of that type took). It will also tell them where they are in the queue.