CMS Tweak

Our support ticket software which is being used as a CRM needs further tweaking. The scope of this project contains things that we must have and others that would be nice but not 100% necessary at this time. Scope - 1) To go over old code and fix the problem that is preventing an email reminder system from working properly. Agent Reminder Alerts - After a pre-determined delay that is set by the user, an email is to be sent out as a reminder that action needs to be taken. This was recently put in but doesn't seem to work 100%. We cannot see any evidence that the email was sent out in the log and nothing was received at the destination email address. 2) Tweak the email piping feature to work. The support ticket software already has an email piping feature which downloads any emails sent to a pre-determined email account and automatically create a ticket. It doesn't seem to be set up the way we would like it to. Since our visitors have to use a contact form, we would like to populate the ticket with information that we the user sends us. ie. The user has to fill in their name, email address and reason for contact. The piping feature needs to create a ticket with these fields already filled in. The other information/fields can be left blank. Right now the piping seems to create the ticket and fill in the name and email only. We are looking for a coder that we can rely on whenever the need comes up. We would prefer not to keep searching for new coders each time. Looking forward to hearing from you.