Product is really great but IMO, but lacking a fundamental process when a new ticket comes in via email. Custom fields created in the product should not only show up when a ticket is created manually, but also when it is created via an email. Currently tickets created via email do not display any custom fields created. These fields should be added to the ticket either in blank or possibly set to a default value either in the ticket template or better yet in the custom field page where it would affect all tickets created.