The latest GreenDeskTiny (2.3.0) is a real workhorse. The Multiple Quick Reply feature alone is well worth the money. It allows a single staff person to respond to multiple tickets, each with a custom reply, all with one click. It's great. There is a complex set of features, including ticket merge, internal departments, search db B4 submit, and lots of ticket filtering, and many bulk actions that allow one support person to do tons of work. This is now an indispensable part of our business.