diff --git a/calendar_events.php b/calendar_events.php
index 1ce6cafa..65856d1e 100644
--- a/calendar_events.php
+++ b/calendar_events.php
@@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) {
                 $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
                 $event_start = json_encode($row['ticket_created_at']);
 
-
-                if ($ticket_status == "Closed") {
-                    $event_color = "black";
-                } else if ($ticket_status == "Scheduled") {
-                    $event_color = "grey";
-                } else if ($ticket_status == "Pending-Assignment") {
+                if ($ticket_status == "New") {
                     $event_color = "red";
-                } else {
+                } elseif ($ticket_status == "Open") {
                     $event_color = "blue";
+                }  elseif ($ticket_status == "On Hold") {
+                    $event_color = "grey";
+                } else {
+                    $event_color = "black";
                 }
 
                 echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@@ -188,7 +187,7 @@ while ($row = mysqli_fetch_array($sql)) {
                 }
 
                 if (strtotime($row['ticket_schedule']) < time()) {
-                    if ($row['ticket_status'] == 'Scheduled') {
+                    if ($row['ticket_status'] == 'On Hold') {
                         $event_color = "red";
                     } else {
                         $event_color = "green";
@@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) {
                 $ticket_status = strval($row['ticket_status']);
                 $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
                 $event_start = json_encode($row['ticket_schedule']);
-                
+
 
                 echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
             }
@@ -260,4 +259,4 @@ while ($row = mysqli_fetch_array($sql)) {
         // Update the end date field
         document.getElementById("event_add_end").value = new_end;
     }
-</script>
\ No newline at end of file
+</script>
diff --git a/client_events.php b/client_events.php
index 62bfa6fe..41ae75ff 100644
--- a/client_events.php
+++ b/client_events.php
@@ -161,15 +161,14 @@ while ($row = mysqli_fetch_array($sql)) {
                     $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " created - " . $row['ticket_subject'] . " " . $username . "{" . $ticket_status . "}");
                     $event_start = json_encode($row['ticket_created_at']);
 
-
-                    if ($ticket_status == "Closed") {
-                        $event_color = "black";
-                    } else if ($ticket_status == "Scheduled") {
-                        $event_color = "grey";
-                    } else if ($ticket_status == "Pending-Assignment") {
+                    if ($ticket_status == "New") {
                         $event_color = "red";
-                    } else {
+                    } elseif ($ticket_status == "Open") {
                         $event_color = "blue";
+                    }  elseif ($ticket_status == "On Hold") {
+                        $event_color = "grey";
+                    } else {
+                        $event_color = "black";
                     }
 
                     echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
@@ -200,7 +199,7 @@ while ($row = mysqli_fetch_array($sql)) {
                     $ticket_status = strval($row['ticket_status']);
                     $event_title = json_encode($row['ticket_prefix'] . $row['ticket_number'] . " scheduled - " . $row['ticket_subject'] . " [" . $username . "]{" . $ticket_status . "}");
                     $event_start = json_encode($row['ticket_schedule']);
-                    
+
 
                     echo "{ id: $event_id, title: $event_title, start: $event_start, color: '$event_color', url: 'ticket.php?ticket_id=$event_id' },";
                 }
diff --git a/client_tickets.php b/client_tickets.php
index 3a37c791..e44ce776 100644
--- a/client_tickets.php
+++ b/client_tickets.php
@@ -160,16 +160,16 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']);
                     }
                     $ticket_closed_at = nullable_htmlentities($row['ticket_closed_at']);
 
-                    if ($ticket_status == "Pending-Assignment") {
+                    if ($ticket_status == "New") {
                         $ticket_status_color = "danger";
-                    } elseif ($ticket_status == "Assigned") {
+                    } elseif ($ticket_status == "Open") {
                         $ticket_status_color = "primary";
-                    } elseif ($ticket_status == "In-Progress") {
+                    } elseif ($ticket_status == "On Hold") {
                         $ticket_status_color = "success";
+                    } elseif ($ticket_status == "Auto Close") {
+                        $ticket_status_color = "dark";
                     } elseif ($ticket_status == "Closed") {
                         $ticket_status_color = "dark";
-                    } else{
-                        $ticket_status_color = "secondary";
                     }
 
                     if ($ticket_priority == "High") {
@@ -181,6 +181,7 @@ $total_scheduled_tickets = intval($row['total_scheduled_tickets']);
                     } else{
                         $ticket_priority_display = "-";
                     }
+
                     $ticket_assigned_to = intval($row['ticket_assigned_to']);
                     if (empty($ticket_assigned_to)) {
                         if ($ticket_status == "Closed") {
diff --git a/cron.php b/cron.php
index 191a7360..411dbe4d 100644
--- a/cron.php
+++ b/cron.php
@@ -219,20 +219,20 @@ foreach ($warranty_alert_array as $day) {
 // Logging
 //mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for asset warranties expiring'");
 
-// Notify of Tickets Pending Assignment
+// Notify of New Tickets
 // Get Ticket Pending Assignment
 $sql_tickets_pending_assignment = mysqli_query($mysqli,"SELECT ticket_id FROM tickets
-    WHERE ticket_status = 'Pending-Assignment'"
+    WHERE ticket_status = 'New'"
 );
 
 $tickets_pending_assignment = mysqli_num_rows($sql_tickets_pending_assignment);
 
 if($tickets_pending_assignment > 0){
 
-    mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment Tickets pending assignment', notification_action = 'tickets.php?status=Pending-Assignment'");
+    mysqli_query($mysqli, "INSERT INTO notifications SET notification_type = 'Pending Tickets', notification = 'There are $tickets_pending_assignment new tickets pending assignment', notification_action = 'tickets.php?status=New'");
 
     // Logging
-    mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for tickets that are pending assignment'");
+    mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Cron', log_action = 'Task', log_description = 'Cron created notifications for new tickets that are pending assignment'");
 }
 
 // Recurring (Scheduled) tickets
@@ -262,7 +262,7 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
         mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
 
         // Raise the ticket
-        mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'Open', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
+        mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'New', ticket_created_by = $created_id, ticket_contact_id = $contact_id, ticket_client_id = $client_id, ticket_asset_id = $asset_id");
         $id = mysqli_insert_id($mysqli);
 
         // Logging
@@ -366,7 +366,7 @@ if (mysqli_num_rows($sql_scheduled_tickets) > 0) {
 // AUTO CLOSE TICKET - CLOSE
 //  Automatically silently closes tickets 22 hrs after the last chase
 
-// Check to make sure autoclose is enabled
+// Check to make sure auto-close is enabled
 if ($config_ticket_autoclose == 1) {
     $sql_tickets_to_chase = mysqli_query(
         $mysqli,
@@ -420,7 +420,7 @@ if ($config_ticket_autoclose == 1) {
         $ticket_reply = $ticket_reply_row['ticket_reply'];
 
         $subject = "Ticket pending closure - [$ticket_prefix$ticket_number] - $ticket_subject";
-        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close. If you need further assistance, please respond to this email.  <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello, $contact_name<br><br>This is an automatic friendly reminder that your ticket regarding $ticket_subject will be closed, unless you respond.<br><br>--------------------------------<br>$ticket_reply--------------------------------<br><br>If your issue is resolved, you can ignore this email - the ticket will automatically close shortly. If you need further assistance, please respond to this email.  <br><br>Ticket: $ticket_prefix$ticket_number<br>Subject: $ticket_subject<br>Status: $ticket_status<br>Portal: https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
 
         $data = [
             [
diff --git a/cron_ticket_email_parser.php b/cron_ticket_email_parser.php
index b168e405..e45ae046 100644
--- a/cron_ticket_email_parser.php
+++ b/cron_ticket_email_parser.php
@@ -106,7 +106,7 @@ $allowed_extensions = array('jpg', 'jpeg', 'gif', 'png', 'webp', 'pdf', 'txt', '
 function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date, $subject, $message, $attachments) {
 
     // Access global variables
-    global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
+    global $mysqli,$config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_ticket_client_general_notifications, $config_ticket_new_ticket_notification_email, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
 
     // Get the next Ticket Number and add 1 for the new ticket number
     $ticket_number_sql = mysqli_fetch_array(mysqli_query($mysqli, "SELECT config_ticket_next_number FROM settings WHERE company_id = 1"));
@@ -118,7 +118,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
     $message = nl2br($message);
     $message = mysqli_escape_string($mysqli, "<i>Email from: $contact_email at $date:-</i> <br><br>$message");
 
-    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'Pending-Assignment', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
+    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$message', ticket_priority = 'Low', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact_id, ticket_client_id = $client_id");
     $id = mysqli_insert_id($mysqli);
 
     // Logging
@@ -162,9 +162,9 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
     $data = [];
     // E-mail client notification that ticket has been created
     if ($config_ticket_client_general_notifications == 1) {
-        
+
         $subject_email = "Ticket created - [$config_ticket_prefix$ticket_number] - $subject";
-        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+        $body = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $contact_name,<br><br>Thank you for your email. A ticket regarding \"$subject\" has been automatically created for you.<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: New<br>https://$config_base_url/portal/ticket.php?id=$id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
 
         $data[] = [
             'from' => $config_ticket_from_email,
@@ -184,7 +184,7 @@ function addTicket($contact_id, $contact_name, $contact_email, $client_id, $date
         $client_row = mysqli_fetch_array($client_sql);
         $client_name = sanitizeInput($client_row['client_name']);
 
-        $email_subject = "ITFlow - New Ticket - $client_name: $subject";
+        $email_subject = "$config_app_name - New Ticket - $client_name: $subject";
         $email_body = "Hello, <br><br>This is a notification that a new ticket has been raised in ITFlow. <br>Client: $client_name<br>Priority: Low (email parsed)<br>Link: https://$config_base_url/ticket.php?ticket_id=$id <br><br>--------------------------------<br><br><b>$subject</b><br>$details";
 
         $data[] = [
@@ -209,7 +209,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
     // Add email as a comment/reply to an existing ticket
 
     // Access global variables
-    global $mysqli, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
+    global $mysqli, $config_app_name, $company_name, $company_phone, $config_ticket_prefix, $config_base_url, $config_ticket_from_name, $config_ticket_from_email, $config_smtp_host, $config_smtp_port, $config_smtp_encryption, $config_smtp_username, $config_smtp_password, $allowed_extensions;
 
     // Set default reply type
     $ticket_reply_type = 'Client';
@@ -221,19 +221,22 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
     $message = mysqli_escape_string($mysqli, "<i>Email from: $from_email at $date:-</i> <br><br>$message");
 
     // Lookup the ticket ID
-    $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email
+    $row = mysqli_fetch_array(mysqli_query($mysqli, "SELECT ticket_id, ticket_subject, ticket_status, ticket_contact_id, ticket_client_id, contact_email, client_name
         FROM tickets
         LEFT JOIN contacts on tickets.ticket_contact_id = contacts.contact_id
+        LEFT JOIN clients on tickets.ticket_client_id = clients.client_id
         WHERE ticket_number = $ticket_number LIMIT 1"));
 
     if ($row) {
 
         // Get ticket details
         $ticket_id = intval($row['ticket_id']);
+        $ticket_subject = sanitizeInput($row['ticket_subject']);
         $ticket_status = sanitizeInput($row['ticket_status']);
         $ticket_reply_contact = intval($row['ticket_contact_id']);
         $ticket_contact_email = sanitizeInput($row['contact_email']);
         $client_id = intval($row['ticket_client_id']);
+        $client_name = sanitizeInput($row['client_name']);
 
         // Check ticket isn't closed - tickets can't be re-opened
         if ($ticket_status == "Closed") {
@@ -241,7 +244,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
 
             $email_subject = "Action required: This ticket is already closed";
             $email_body = "Hi there, <br><br>You\'ve tried to reply to a ticket that is closed - we won\'t see your response. <br><br>Please raise a new ticket by sending a fresh e-mail to our support address below. <br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
-            
+
             $data = [
                 [
                     'from' => $config_ticket_from_email,
@@ -252,7 +255,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
                     'body' => $email_body
                 ]
             ];
-            
+
             addToMailQueue($mysqli, $data);
 
             return true;
@@ -332,8 +335,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
                 $tech_email = sanitizeInput($tech_row['user_email']);
                 $tech_name = sanitizeInput($tech_row['user_name']);
 
-                $subject = "Ticket updated - [$config_ticket_prefix$ticket_number] - $subject";
-                $body    = "<i style=\'color: #808080\'>##- Please type your reply above this line -##</i><br><br>Hello $tech_name,<br><br>A new reply has been added to the ticket \"$subject\".<br><br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $subject<br>Status: Open<br>https://$config_base_url/portal/ticket.php?id=$ticket_id<br><br>--<br>$company_name - Support<br>$config_ticket_from_email<br>$company_phone";
+                $email_subject = "$config_app_name - Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
+                $email_body    = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
 
                 $data = [
                     [
@@ -341,8 +344,8 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
                         'from_name' => $config_ticket_from_name,
                         'recipient' => $tech_email,
                         'recipient_name' => $tech_name,
-                        'subject' => $subject,
-                        'body' => $body
+                        'subject' => $email_subject,
+                        'body' => $email_body
                     ]
                 ];
 
@@ -353,7 +356,7 @@ function addReply($from_email, $date, $subject, $ticket_number, $message, $attac
         }
 
         // Update Ticket Last Response Field & set ticket to open as client has replied
-        mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Client-Replied' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
+        mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $client_id LIMIT 1");
 
         echo "Updated existing ticket.<br>";
         mysqli_query($mysqli, "INSERT INTO logs SET log_type = 'Ticket', log_action = 'Update', log_description = 'Email parser: Client contact $from_email updated ticket $config_ticket_prefix$ticket_number ($subject)', log_client_id = $client_id");
diff --git a/dashboard.php b/dashboard.php
index 19210214..bc4975f8 100644
--- a/dashboard.php
+++ b/dashboard.php
@@ -795,16 +795,17 @@ if ($user_config_dashboard_technical_enable == 1) {
                                     $client_name = nullable_htmlentities($row['client_name']);
                                     $contact_id = intval($row['ticket_contact_id']);
                                     $contact_name = nullable_htmlentities($row['contact_name']);
-                                    if ($ticket_status == "Pending-Assignment") {
+
+                                    if ($ticket_status == "New") {
                                         $ticket_status_color = "danger";
-                                    } elseif ($ticket_status == "Assigned") {
+                                    } elseif ($ticket_status == "Open") {
                                         $ticket_status_color = "primary";
-                                    } elseif ($ticket_status == "In-Progress") {
+                                    } elseif ($ticket_status == "On Hold") {
                                         $ticket_status_color = "success";
+                                    } elseif ($ticket_status == "Auto Close") {
+                                        $ticket_status_color = "dark";
                                     } elseif ($ticket_status == "Closed") {
                                         $ticket_status_color = "dark";
-                                    } else {
-                                        $ticket_status_color = "secondary";
                                     }
 
                                     if ($ticket_priority == "High") {
@@ -1326,4 +1327,4 @@ if ($user_config_dashboard_technical_enable == 1) {
             }
         }
     });
-</script>
\ No newline at end of file
+</script>
diff --git a/functions.php b/functions.php
index bf46ea31..f8a974a3 100644
--- a/functions.php
+++ b/functions.php
@@ -727,7 +727,7 @@ function sanitizeInput($input)
     global $mysqli;
 
     // Remove HTML and PHP tags
-    $input = strip_tags($input);
+    $input = strip_tags((string) $input);
 
     // Remove white space from beginning and end of input
     $input = trim($input);
@@ -1029,7 +1029,11 @@ function addToMailQueue($mysqli, $data)
         $recipient_name = strval($email['recipient_name']);
         $subject = strval($email['subject']);
         $body = strval($email['body']);
-        $cal_str = mysqli_escape_string($mysqli,$email['cal_str']);
+
+        $cal_str = '';
+        if (isset($email['cal_str'])) {
+            $cal_str = mysqli_escape_string($mysqli,$email['cal_str']);
+        }
 
         // Check if 'email_queued_at' is set and not empty
         if (isset($email['queued_at']) && !empty($email['queued_at'])) {
@@ -1110,7 +1114,7 @@ function createiCalStrCancel($originaliCalStr) {
 
     // Import the original iCal string
     $cal_event = new ZCiCal($originaliCalStr);
-    
+
     // Iterate through the iCalendar object to find VEVENT nodes
     foreach($cal_event->tree->child as $node) {
         if($node->getName() == "VEVENT") {
@@ -1133,4 +1137,4 @@ function createiCalStrCancel($originaliCalStr) {
     // Return the modified iCal string
     return $cal_event->export();
 }
-    
+
diff --git a/get_settings.php b/get_settings.php
index 28df3104..5a3dbc2d 100644
--- a/get_settings.php
+++ b/get_settings.php
@@ -238,17 +238,10 @@ $asset_status_array = array (
 );
 
 $ticket_status_array = array (
-    'Pending-Assignment',
-    'Assigned',
-    'Client-Replied',
-    'In-Progress',
-    'Pending-Shipment',
-    'Pending-Client',
-    'Pending-Vendor',
-    'Scheduled',
-    'Closed',
     'Open',
-    'Auto Close'
+    'On Hold',
+    'Auto Close',
+    'Closed'
 );
 
 $industry_select_array = array(
diff --git a/portal/portal_post.php b/portal/portal_post.php
index b15e75c0..2e154385 100644
--- a/portal/portal_post.php
+++ b/portal/portal_post.php
@@ -33,7 +33,7 @@ if (isset($_POST['add_ticket'])) {
     $new_config_ticket_next_number = $config_ticket_next_number + 1;
     mysqli_query($mysqli, "UPDATE settings SET config_ticket_next_number = $new_config_ticket_next_number WHERE company_id = 1");
 
-    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'Open', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id");
+    mysqli_query($mysqli, "INSERT INTO tickets SET ticket_prefix = '$config_ticket_prefix', ticket_number = $ticket_number, ticket_subject = '$subject', ticket_details = '$details', ticket_priority = '$priority', ticket_status = 'New', ticket_created_by = 0, ticket_contact_id = $contact, ticket_client_id = $client_id");
     $id = mysqli_insert_id($mysqli);
 
     // Notify agent DL of the new ticket, if populated with a valid email
@@ -88,6 +88,40 @@ if (isset($_POST['add_ticket_comment'])) {
         // Update Ticket Last Response Field & set ticket to open as client has replied
         mysqli_query($mysqli, "UPDATE tickets SET ticket_status = 'Open' WHERE ticket_id = $ticket_id AND ticket_client_id = $session_client_id LIMIT 1");
 
+
+        // Get ticket details &  Notify the assigned tech (if any)
+        $ticket_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT * FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = $ticket_id LIMIT 1"));
+
+        $ticket_number = intval($ticket_details['ticket_number']);
+        $ticket_assigned_to = intval($ticket_details['ticket_assigned_to']);
+        $ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
+        $client_name = sanitizeInput($ticket_details['client_name']);
+
+        if ($ticket_details && $ticket_assigned_to !== 0) {
+
+            // Get tech details
+            $tech_details = mysqli_fetch_array(mysqli_query($mysqli, "SELECT user_email, user_name FROM users WHERE user_id = $ticket_assigned_to LIMIT 1"));
+            $tech_email = sanitizeInput($tech_details['user_email']);
+            $tech_name = sanitizeInput($tech_details['user_name']);
+
+            $subject = "$config_app_name Ticket updated - [$config_ticket_prefix$ticket_number] $ticket_subject";
+            $body    = "Hello $tech_name,<br><br>A new reply has been added to the below ticket, check ITFlow for full details.<br><br>Client: $client_name<br>Ticket: $config_ticket_prefix$ticket_number<br>Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id";
+
+            $data = [
+                [
+                    'from' => $config_ticket_from_email,
+                    'from_name' => $config_ticket_from_name,
+                    'recipient' => $tech_email,
+                    'recipient_name' => $tech_name,
+                    'subject' => $subject,
+                    'body' => $body
+                ]
+            ];
+
+            addToMailQueue($mysqli, $data);
+
+        }
+
         // Store any attached any files
         if (!empty($_FILES)) {
 
diff --git a/post/ticket.php b/post/ticket.php
index 59e3d969..da61816f 100644
--- a/post/ticket.php
+++ b/post/ticket.php
@@ -11,9 +11,9 @@ if (isset($_POST['add_ticket'])) {
     $client_id = intval($_POST['client']);
     $assigned_to = intval($_POST['assigned_to']);
     if ($assigned_to == 0) {
-        $ticket_status = 'Pending-Assignment';
+        $ticket_status = 'New';
     } else {
-        $ticket_status = 'Assigned';
+        $ticket_status = 'Open';
     }
     $contact = intval($_POST['contact']);
     $subject = sanitizeInput($_POST['subject']);
@@ -329,15 +329,14 @@ if (isset($_POST['assign_ticket'])) {
     $ticket_id = intval($_POST['ticket_id']);
     $assigned_to = intval($_POST['assigned_to']);
     $ticket_status = sanitizeInput($_POST['ticket_status']);
-    if ($ticket_status == 'Pending-Assignment' && $assigned_to > 0) {
-        $ticket_status = 'Assigned';
+    if ($ticket_status == 'New' && $assigned_to !== 0) {
+        $ticket_status = 'Open';
     }
 
     // Allow for un-assigning tickets
     if ($assigned_to == 0) {
-        $ticket_reply = "Ticket unassigned, pending re-assignment.";
+        $ticket_reply = "Ticket unassigned.";
         $agent_name = "No One";
-        $ticket_status = "Pending-Assignment";
     } else {
         // Get & verify assigned agent details
         $agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assigned_to AND user_settings.user_role > 1");
@@ -356,13 +355,14 @@ if (isset($_POST['assign_ticket'])) {
     }
 
     // Get & verify ticket details
-    $ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id FROM tickets WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
+    $ticket_details_sql = mysqli_query($mysqli, "SELECT ticket_prefix, ticket_number, ticket_subject, ticket_client_id, client_name FROM tickets LEFT JOIN clients ON ticket_client_id = client_id WHERE ticket_id = '$ticket_id' AND ticket_status != 'Closed'");
     $ticket_details = mysqli_fetch_array($ticket_details_sql);
 
     $ticket_prefix = sanitizeInput($ticket_details['ticket_prefix']);
     $ticket_number = intval($ticket_details['ticket_number']);
     $ticket_subject = sanitizeInput($ticket_details['ticket_subject']);
     $client_id = intval($ticket_details['ticket_client_id']);
+    $client_name = sanitizeInput($ticket_details['client_name']);
 
     if (!$ticket_subject) {
         $_SESSION['alert_type'] = "error";
@@ -394,8 +394,8 @@ if (isset($_POST['assign_ticket'])) {
             $config_ticket_from_email = sanitizeInput($config_ticket_from_email);
             $company_name = sanitizeInput($session_company_name);
 
-            $subject = "$config_app_name - ticket $ticket_prefix$ticket_number assigned to you";
-            $body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject <br><br>Thanks, <br>$session_name<br>$company_name";
+            $subject = "$config_app_name - Ticket $ticket_prefix$ticket_number assigned to you - $ticket_subject";
+            $body = "Hi $agent_name, <br><br>A ticket has been assigned to you!<br><br>Client: $client_name<br>Ticket Number: $ticket_prefix$ticket_number<br> Subject: $ticket_subject<br><br>https://$config_base_url/ticket.php?ticket_id=$ticket_id <br><br>Thanks, <br>$session_name<br>$company_name";
 
             // Email Ticket Agent
             // Queue Mail
@@ -477,15 +477,14 @@ if (isset($_POST['bulk_assign_ticket'])) {
             $ticket_subject = sanitizeInput($row['ticket_subject']);
             $client_id = intval($row['ticket_client_id']);
 
-            if ($ticket_status == 'Pending-Assignment' && $assign_to > 0) {
-                $ticket_status = 'Assigned';
+            if ($ticket_status == 'New' && $assigned_to !== 0) {
+                $ticket_status = 'Open';
             }
 
             // Allow for un-assigning tickets
             if ($assign_to == 0) {
                 $ticket_reply = "Ticket unassigned, pending re-assignment.";
                 $agent_name = "No One";
-                $ticket_status = "Pending-Assignment";
             } else {
                 // Get & verify assigned agent details
                 $agent_details_sql = mysqli_query($mysqli, "SELECT user_name, user_email FROM users LEFT JOIN user_settings ON users.user_id = user_settings.user_id WHERE users.user_id = $assign_to AND user_settings.user_role > 1");
@@ -1437,8 +1436,8 @@ if (isset($_POST['set_billable_status'])) {
     mysqli_query(
         $mysqli,
         "UPDATE tickets SET
-    ticket_billable = '$billable_status'
-    WHERE ticket_id = $ticket_id"
+        ticket_billable = '$billable_status'
+        WHERE ticket_id = $ticket_id"
     );
 
     //Logging
@@ -1475,7 +1474,7 @@ if (isset($_POST['edit_ticket_schedule'])) {
         "UPDATE tickets SET
         ticket_schedule = '$schedule',
         ticket_onsite = '$onsite',
-        ticket_status = 'Scheduled'
+        ticket_status = 'On Hold'
         WHERE ticket_id = $ticket_id"
     );
 
diff --git a/ticket.php b/ticket.php
index 9c57cb40..f42c7e1c 100644
--- a/ticket.php
+++ b/ticket.php
@@ -59,7 +59,7 @@ if (isset($_GET['ticket_id'])) {
         $ticket_scheduled_for = nullable_htmlentities($row['ticket_schedule']);
         $ticket_onsite = nullable_htmlentities($row['ticket_onsite']);
 
-        //Set Ticket Bage Color based of priority
+        //Set Ticket Badge Color based of priority
         if ($ticket_priority == "High") {
             $ticket_priority_display = "<span class='p-2 badge badge-danger'>$ticket_priority</span>";
         } elseif ($ticket_priority == "Medium") {
@@ -72,16 +72,16 @@ if (isset($_GET['ticket_id'])) {
         $ticket_feedback = nullable_htmlentities($row['ticket_feedback']);
 
         $ticket_status = nullable_htmlentities($row['ticket_status']);
-        if ($ticket_status == "Pending-Assignment") {
+        if ($ticket_status == "New") {
             $ticket_status_display = "<span class='p-2 badge badge-danger'>$ticket_status</span>";
-        } elseif ($ticket_status == "Assigned") {
+        } elseif ($ticket_status == "Open") {
             $ticket_status_display = "<span class='p-2 badge badge-primary'>$ticket_status</span>";
-        } elseif ($ticket_status == "In-Progress") {
+        } elseif ($ticket_status == "On Hold") {
             $ticket_status_display = "<span class='p-2 badge badge-success'>$ticket_status</span>";
-        } elseif ($ticket_status == "Closed") {
+        } elseif ($ticket_status == "Auto Close" || $ticket_status == "Closed") {
             $ticket_status_display = "<span class='p-2 badge badge-dark'>$ticket_status</span>";
         } else {
-            $ticket_status_display = "<span class='p-2 badge badge-secondary'>$ticket_status</span>";
+            $ticket_status_display = "<span class='p-2 badge badge-secondary'>$ticket_status</span>"; // To be removed
         }
 
         $ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']);
@@ -276,7 +276,7 @@ if (isset($_GET['ticket_id'])) {
 
         <div class="row">
 
-            
+
             <div class="col-md-9">
                 <div class="card card-body">
                     <div class="card card-outline card-primary mb-3">
@@ -328,18 +328,12 @@ if (isset($_GET['ticket_id'])) {
                                             <span class="input-group-text"><i class="fa fa-fw fa-thermometer-half"></i></span>
                                         </div>
                                         <select class="form-control select2" name="status" required>
-                                            <option <?php if ($ticket_status == "In-Progress") {
+                                            <option <?php if ($ticket_status == "Open") {
                                                         echo "selected";
-                                                    } ?>>In-Progress</option>
-                                            <option <?php if ($ticket_status == "Pending-Client") {
+                                                    } ?>>Open</option>
+                                            <option <?php if ($ticket_status == "On Hold") {
                                                         echo "selected";
-                                                    } ?>>Pending-Client</option>
-                                            <option <?php if ($ticket_status == "Pending-Vendor") {
-                                                        echo "selected";
-                                                    } ?>>Pending-Vendor</option>
-                                            <option <?php if ($ticket_status == "Pending-Shipment") {
-                                                        echo "selected";
-                                                    } ?>>Pending-Shipment</option>
+                                                    } ?>>On Hold</option>
                                             <?php if ($config_ticket_autoclose) { ?>
                                                 <option <?php if ($ticket_status == 'Auto Close') {
                                                             echo "selected";
@@ -383,7 +377,7 @@ if (isset($_GET['ticket_id'])) {
                                 </div>
 
 
-                            
+
                                 <?php
                                 // Set the initial ticket response type (private/internal note)
                                 //  Future updates of the wording/icon are done by Javascript
@@ -540,7 +534,7 @@ if (isset($_GET['ticket_id'])) {
 
                 </div>
             </div>
-       
+
             <div class="col-md-3">
                 <div class="card card-body">
 
diff --git a/ticket_bulk_close_modal.php b/ticket_bulk_close_modal.php
index 51fa9c3b..bb8c7910 100644
--- a/ticket_bulk_close_modal.php
+++ b/ticket_bulk_close_modal.php
@@ -18,8 +18,8 @@
                 <div class="form-group">
                     <div class="custom-control custom-checkbox">
                         <input type="checkbox" class="custom-control-input" id="bulkPrivateCheckbox" name="bulk_private_note" value="1">
-                        <label class="custom-control-label" for="bulkPrivateCheckbox">Mark as a Private</label>
-                        <small class="form-text text-muted">If checked the contact and any watcher will not be informed</small>
+                        <label class="custom-control-label" for="bulkPrivateCheckbox">Mark as Internal</label>
+                        <small class="form-text text-muted">If checked this note will only be visible to agents. The contact / watcher will not be informed this ticket was closed.</small>
                     </div>
                 </div>
 
diff --git a/ticket_bulk_reply_modal.php b/ticket_bulk_reply_modal.php
index f7f2139b..93f42899 100644
--- a/ticket_bulk_reply_modal.php
+++ b/ticket_bulk_reply_modal.php
@@ -2,7 +2,7 @@
     <div class="modal-dialog modal-lg">
         <div class="modal-content bg-dark">
             <div class="modal-header">
-                <h5 class="modal-title"><i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Reply</h5>
+                <h5 class="modal-title"><i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Update/Reply</h5>
                 <button type="button" class="close text-white" data-dismiss="modal">
                     <span>&times;</span>
                 </button>
@@ -16,11 +16,8 @@
                         <span class="input-group-text"><i class="fa fa-fw fa-thermometer-half"></i></span>
                     </div>
                     <select class="form-control select2" name="bulk_status">
-                        <option>In-Progress</option>
-                        <option>Pending-Client</option>
-                        <option>Pending-Vendor</option>
-                        <option>Pending-Shipment</option>
-                        <option>Scheduled</option>
+                        <option>Open</option>
+                        <option>On Hold</option>
                     </select>
                 </div>
 
@@ -31,8 +28,8 @@
                 <div class="form-group">
                     <div class="custom-control custom-checkbox">
                         <input type="checkbox" class="custom-control-input" id="bulkPrivateReplyCheckbox" name="bulk_private_reply" value="1">
-                        <label class="custom-control-label" for="bulkPrivateReplyCheckbox">Mark as a Private</label>
-                        <small class="form-text text-muted">If checked the contact and any watcher will not be informed</small>
+                        <label class="custom-control-label" for="bulkPrivateReplyCheckbox">Mark as internal</label>
+                        <small class="form-text text-muted">If checked this note will only be visible to agents.</small>
                     </div>
                 </div>
 
diff --git a/tickets.php b/tickets.php
index b827523f..140fa26b 100644
--- a/tickets.php
+++ b/tickets.php
@@ -163,7 +163,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
                                 </a>
                                 <div class="dropdown-divider"></div>
                                 <a class="dropdown-item" href="#" data-toggle="modal" data-target="#bulkReplyTicketModal">
-                                    <i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Reply
+                                    <i class="fas fa-fw fa-paper-plane mr-2"></i>Bulk Update/Reply
                                 </a>
                             </div>
                         </div>
@@ -236,24 +236,18 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
                         <div class="form-group">
                             <label>Ticket Status</label>
                             <select class="form-control select2" name="status[]" data-placeholder="Select Status" multiple>
-                                <option value="In-Progress" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('In-Progress', $_GET['status'])) {
+                                <option value="New" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('New', $_GET['status'])) {
                                                                 echo 'selected';
-                                                            } ?>>In-Progress</option>
-                                <option value="Client-Replied" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Client-Replied', $_GET['status'])) {
+                                                            } ?>>New</option>
+                                <option value="Open" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Open', $_GET['status'])) {
                                                                     echo 'selected';
-                                                                } ?>>Client-Replied</option>
-                                <option value="Pending-Client" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Client', $_GET['status'])) {
+                                                                } ?>>Open</option>
+                                <option value="On Hold" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('On Hold', $_GET['status'])) {
                                                                     echo 'selected';
-                                                                } ?>>Pending-Client</option>
-                                <option value="Pending-Vendor" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Vendor', $_GET['status'])) {
+                                                                } ?>>On Hold</option>
+                                <option value="Auto Close" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Auto Close', $_GET['status'])) {
                                                                     echo 'selected';
-                                                                } ?>>Pending-Vendor</option>
-                                <option value="Pending-Shipment" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Pending-Shipment', $_GET['status'])) {
-                                                                        echo 'selected';
-                                                                    } ?>>Pending-Shipment</option>
-                                <option value="Scheduled" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Scheduled', $_GET['status'])) {
-                                                                echo 'selected';
-                                                            } ?>>Scheduled</option>
+                                                                } ?>>Auto Close</option>
                                 <option value="Closed" <?php if (isset($_GET['status']) && is_array($_GET['status']) && in_array('Closed', $_GET['status'])) {
                                                             echo 'selected';
                                                         } ?>>Closed</option>
@@ -338,6 +332,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
                             $ticket_priority = nullable_htmlentities($row['ticket_priority']);
                             $ticket_status = nullable_htmlentities($row['ticket_status']);
                             $ticket_billable = intval($row['ticket_billable']);
+                            $ticket_scheduled_for = nullable_htmlentities($row['ticket_schedule']);
                             $ticket_vendor_ticket_number = nullable_htmlentities($row['ticket_vendor_ticket_number']);
                             $ticket_created_at = nullable_htmlentities($row['ticket_created_at']);
                             $ticket_created_at_time_ago = timeAgo($row['ticket_created_at']);
@@ -362,20 +357,17 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
                             $contact_phone = formatPhoneNumber($row['contact_phone']);
                             $contact_extension = nullable_htmlentities($row['contact_extension']);
                             $contact_mobile = formatPhoneNumber($row['contact_mobile']);
-                            if ($ticket_status == "Pending-Assignment") {
+
+                            if ($ticket_status == "New") {
                                 $ticket_status_color = "danger";
-                            } elseif ($ticket_status == "Assigned") {
+                            } elseif ($ticket_status == "Open") {
                                 $ticket_status_color = "primary";
-                            } elseif ($ticket_status == "In-Progress") {
+                            } elseif ($ticket_status == "On Hold") {
                                 $ticket_status_color = "success";
-                            } elseif ($ticket_status == "Closed") {
-                                $ticket_status_color = "dark";
                             } elseif ($ticket_status == "Auto Close") {
                                 $ticket_status_color = "dark";
-                            } elseif ($ticket_status == "Client-Replied") {
-                                $ticket_status_color = "warning";
-                            } else {
-                                $ticket_status_color = "secondary";
+                            } elseif ($ticket_status == "Closed") {
+                                $ticket_status_color = "dark";
                             }
 
                             if ($ticket_priority == "High") {
@@ -385,6 +377,7 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
                             } else {
                                 $ticket_priority_color = "info";
                             }
+
                             $ticket_assigned_to = intval($row['ticket_assigned_to']);
                             if (empty($ticket_assigned_to)) {
                                 if ($ticket_status == "Closed") {
@@ -430,8 +423,8 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
 
                                     <div class="mt-1"><?php echo $contact_display; ?></div>
                                 </td>
-                                <?php if ($config_module_enable_accounting) {
-                                ?>
+
+                                <?php if ($config_module_enable_accounting) { ?>
                                     <td class="text-center">
                                         <a href="#" data-toggle="modal" data-target="#editTicketBillableModal<?php echo $ticket_id; ?>">
                                             <?php
@@ -442,11 +435,10 @@ $user_active_assigned_tickets = intval($row['total_tickets_assigned']);
                                             }
                                             ?>
                                     </td>
-                                <?php
-                                }
-                                ?>
+                                <?php } ?>
+
                                 <td><a href="#" data-toggle="modal" data-target="#editTicketPriorityModal<?php echo $ticket_id; ?>"><span class='p-2 badge badge-pill badge-<?php echo $ticket_priority_color; ?>'><?php echo $ticket_priority; ?></span></a></td>
-                                <td><span class='p-2 badge badge-pill badge-<?php echo $ticket_status_color; ?>'><?php echo $ticket_status; ?></span></td>
+                                <td><span class='p-2 badge badge-pill badge-<?php echo $ticket_status_color; ?>'><?php echo $ticket_status; ?></span> <?php if ($ticket_status == 'On Hold' && isset ($ticket_scheduled_for)) { echo "<div class=\"mt-1\"> <small class='text-secondary'> $ticket_scheduled_for </small></div>"; } ?></td>
                                 <td><a href="#" data-toggle="modal" data-target="#assignTicketModal<?php echo $ticket_id; ?>"><?php echo $ticket_assigned_to_display; ?></a></td>
                                 <td><?php echo $ticket_updated_at_display; ?></td>
                                 <td>