Minor thing, but it'd be great to change the wording in the Check Ticket Status page (http://helpdesk.exaptive.com/support/tickets). It says "In Engineering Backlog." While accurate, the word backlog creates a bad feeling there. As a user it makes me feel like 1) it'll never get addressed, and 2) Exaptive is behind on its work. "In Engineering" would be ok. "Pending" would be ok. "Under Review." "We Will Be in Touch Soon." "In the Queue" would be an improvement while communicating the same thing, but I like the others better.