Thank you for rating! Just two quick notes: 1. Customization of email templates is indeed supported by HESK: http://www.hesk.com/knowledgebase/index.php?article=35 2. End-user (customer) logins are deliberately not supported. In other words, HESK was *designed* not to require or use customer logins. People are fed up having to register and remember usernames/passwords for every single website and HESK was designed with this in mind.