If you are in search of a high-performing CRM, look no further!
Prior to using BoostMyShop’s CRM Ticket, we tried a Helpdesk extension from another developer and it was very difficult to configure.
I would say that one of the best features is that it groups all tickets from one customer. You are also able to import your historical emails (and the CRM extension will group those tickets the appropriate customers).
We use a few other extensions from Boost My Shop -- these guys are the best. They will solve any issue that comes up and they really understand Magento. Their are a lot of agencies out there that claim to know Magento, I can say from experience that Olivier and his team at Boostmyshop really know their stuff, no bs.