A couple of features that I think would be good

[tinpotnick]

Hi,

I love the simplicity of this project.

I have just spent a little time playing in a Docker environment. There are a couple of things which would stop us from using this:

1. Zendesk has a concept of macro - ie in the ticket editor I can select a pre-written response
2. Reporting - I can't find any reporting built in. Is this the case? Could we use webhooks to pass data to another system to calculate this type of thing?