I'm not sure if this has already been requested and a apologise if it has.  I'd like to be able to assign or apply a request template based on an email rule.  For example our users send in Access Request Forms to request additional access to our systems.  We have a request template called "Access Request" that lists a few tasks that must take place to fully process those requests.  I'd like to be able to automatically apply that template when a user sends in an email.

 

Also, another handy feature would be if you can apply business rules and SLAs to all sites.  We have one helpdesk team to manage multiple sites and the rules and SLAs that we create need to be applied to all sites.  At the moment we have to create a separate SLA and business rule for each site which is extremely time consuming.