It would be incredibly helpful for our use case if we could send customer satisfaction surveys (and canned forms, since we're on the topic) from an *outbound* e-mail or ticket. We use FD so that we can start getting metrics on our response times and number of e-mails and so on, but we're not a retail shop...we contact our clients and users proactively on many occasions, and in many cases we're in frequent contact with both. Thus, sending a survey with every response would get really old for them, really fast.
I get that for many users, the workflow is "I didn't get my t-shirt, where is it?", followed by one response, and then a closed out ticket...but my guess is that as many companies get away from Outlook, you're going to have more use cases like ours.
