<font face="Arial, Verdana">Yeah, the subfolder topic leads me to another "idea" (rather a paradigm shift): groups are nice, but somehow limited. A hierachy would be more suitable in some cases which I fake by using seperator like / or </font>> , only downside to this approach is that it bloats the group dropdown. I guess, remodeling that part to a hierachical view entails quite a lot of work - with little benefit.
True, the request managers are pricey. Without further investigation, I found this list with free / open source options:
<font color="#252525" face="sans-serif">http://blog.capterra.com/the-7-best-free-help-desk-software-tools/</span></font><br/></span></div>