diff --git a/classes/class-supportflow-admin.php b/classes/class-supportflow-admin.php
index 38303f2..3d29780 100644
--- a/classes/class-supportflow-admin.php
+++ b/classes/class-supportflow-admin.php
@@ -233,62 +233,28 @@ public function filter_heartbeat_received( $response, $data ) {
 
 
 	/**
-	 *
+	 * Filters links shown over dropdowns in all tickets page
 	 */
 	public function filter_views( $views ) {
-		$post_type    = SupportFlow()->post_type;
-		$statuses     = SupportFlow()->post_statuses;
-		$status_slugs = array();
-
-		foreach ( $statuses as $status => $status_data ) {
-			if ( true == $status_data['show_tickets'] ) {
-				$status_slugs[] = $status;
-			}
-		}
-
-		$wp_query    = new WP_Query( array(
-			'post_type'      => $post_type,
-			'post_parent'    => 0,
-			'posts_per_page' => 1,
-			'post_status'    => $status_slugs,
-		) );
-		$total_posts = $wp_query->found_posts;
-
-		$class    = empty( $class ) && empty( $_REQUEST['post_status'] ) && empty( $_REQUEST['show_sticky'] ) ? ' class="current"' : '';
-		$view_all = "<a href='edit.php?post_type=$post_type'$class>" . sprintf( _nx( 'All <span class="count">(%s)</span>', 'All <span class="count">(%s)</span>', $total_posts, 'posts' ), number_format_i18n( $total_posts ) ) . '</a>';
-
-		$post_statuses = SupportFlow()->post_statuses;
-		array_pop( $post_statuses );
-		$post_statuses = "'" . implode( "','", array_map( 'sanitize_key', array_keys( $post_statuses ) ) ) . "'";
-
-		// @todo Only show "Mine" if the user is an agent
-		$mine_args = array(
-			'post_type' => SupportFlow()->post_type,
-			'author'    => get_current_user_id(),
-		);
-		$wp_query  = new WP_Query( array(
-			'post_type'      => SupportFlow()->post_type,
-			'author'         => get_current_user_id(),
-			'post_status'    => $post_statuses,
-			'posts_per_page' => 1,
-		) );
+		$post_type = SupportFlow()->post_type;
 
-		$my_posts  = $wp_query->found_posts;
-		$view_mine = '<a href="' . add_query_arg( $mine_args, admin_url( 'edit.php' ) ) . '">' . sprintf( _nx( 'Mine <span class="count">(%s)</span>', 'Mine <span class="count">(%s)</span>', $my_posts, 'posts' ), number_format_i18n( $my_posts ) ) . '</a>';
+		$total_posts    = SupportFlow()->get_tickets_count();
+		$class          = empty( $class ) && empty( $_REQUEST['post_status'] ) && empty( $_REQUEST['author'] ) ? ' class="current"' : '';
+		$view_all_link  = add_query_arg( array( 'post_type' => SupportFlow()->post_type), admin_url( 'edit.php' ) );
+		$view_all_title = sprintf( _nx( 'All <span class="count">(%s)</span>', 'All <span class="count">(%s)</span>', $total_posts, 'posts' ), number_format_i18n( $total_posts ) );
+		$view_all       = "<a href='$view_all_link' $class >$view_all_title</a>";
 
-		$unassigned_args = array(
-			'post_type' => SupportFlow()->post_type,
-			'author'    => 0,
-		);
-		$wp_query        = new WP_Query( array(
-			'post_type'      => SupportFlow()->post_type,
-			'author'         => 0,
-			'post_status'    => $post_statuses,
-			'posts_per_page' => 1,
-		) );
+		$my_posts        = SupportFlow()->get_tickets_count( array( 'author' => get_current_user_id() ) );
+		$class           = empty( $class ) && empty( $_REQUEST['post_status'] ) && ! empty( $_REQUEST['author'] ) && get_current_user_id() == $_REQUEST['author'] ? ' class="current"' : '';
+		$view_mine_link  = add_query_arg( array( 'post_type' => SupportFlow()->post_type, 'author' => get_current_user_id() ), admin_url( 'edit.php' ) );
+		$view_mine_title = sprintf( _nx( 'Mine <span class="count">(%s)</span>', 'Mine <span class="count">(%s)</span>', $my_posts, 'posts' ), number_format_i18n( $my_posts ) );
+		$view_mine       = "<a href='$view_mine_link' $class >$view_mine_title</a>";
 
-		$unassigned_posts = $wp_query->found_posts;
-		$view_unassigned  = '<a href="' . add_query_arg( $unassigned_args, admin_url( 'edit.php' ) ) . '">' . sprintf( _nx( 'Unassigned <span class="count">(%s)</span>', 'Unassigned <span class="count">(%s)</span>', $unassigned_posts, 'posts' ), number_format_i18n( $unassigned_posts ) ) . '</a>';
+		$unassigned_posts      = SupportFlow()->get_tickets_count( array( 'author' => 0 ) );
+		$class                 = empty( $class ) && empty( $_REQUEST['post_status'] ) && isset( $_REQUEST['author'] ) && 0 == $_REQUEST['author'] ? ' class="current"' : '';
+		$view_mine_link        = add_query_arg( array( 'post_type' => SupportFlow()->post_type, 'author' => 0 ), admin_url( 'edit.php' ) );
+		$view_unassigned_title = sprintf( _nx( 'Unassigned <span class="count">(%s)</span>', 'Unassigned <span class="count">(%s)</span>', $unassigned_posts, 'posts' ), number_format_i18n( $unassigned_posts ) );
+		$view_unassigned       = "<a href='$view_mine_link' $class >$view_unassigned_title</a>";
 
 		// Put 'All' and 'Mine' at the beginning of the array
 		array_shift( $views );
@@ -297,7 +263,6 @@ public function filter_views( $views ) {
 		$views['mine']       = $view_mine;
 		$views['all']        = $view_all;
 		$views               = array_reverse( $views );
-
 		// Remove private option from filter links as they are just private replies to ticket
 		unset( $views['private'] );
 
@@ -346,6 +311,7 @@ public function action_restrict_manage_posts() {
 
 	/**
 	 * Filter the actions available to the agent on the post type
+	 * They are shown in All tickets page in subject column
 	 */
 	function filter_post_row_actions( $row_actions, $post ) {
 
@@ -929,28 +895,6 @@ public function meta_box_cc_bcc() {
 	public function meta_box_replies() {
 		global $pagenow;
 
-		$predefined_replies = get_posts( array( 'post_type' => SupportFlow()->predefinded_replies_type, 'posts_per_page' => -1 ) );
-		$pre_defs           = array( array( 'title' => __( 'Pre-defined Replies', 'supportflow' ), 'content' => '' ) );
-
-		foreach ( $predefined_replies as $predefined_reply ) {
-			$content = $predefined_reply->post_content;
-
-			if ( ! empty( $predefined_reply->post_title ) ) {
-				$title = $predefined_reply->post_title;
-			} else {
-				$title = $predefined_reply->post_content;
-			}
-
-			// Limit size to 75 characters
-			if ( strlen( $title ) > 75 ) {
-				$title = substr( $title, 0, 75 - 3 ) . '...';
-			}
-
-			if ( 0 != strlen( $content ) ) {
-				$pre_defs[] = array( 'title' => $title, 'content' => $content );
-			}
-		}
-
 		$email_account_id = get_post_meta( get_the_ID(), 'email_account', true );
 		$email_account    = SupportFlow()->extend->email_accounts->get_email_account( $email_account_id );
 
@@ -971,11 +915,8 @@ public function meta_box_replies() {
 
 		echo '<div class="alignleft"><h4>' . __( 'Conversation', 'supportflow' ) . '</h4></div>';
 		echo '<div class="alignright">';
-		echo '<select id="predefs" ' . $disabled_attr . ' class="predefined_replies_dropdown">';
-		foreach ( $pre_defs as $pre_def ) {
-			echo '<option class="predef" data-content="' . esc_attr( $pre_def['content'] ) . '">' . esc_html( $pre_def['title'] ) . "</option>\n";
-		}
-		echo '</select></div>';
+		SupportFlow()->extend->predefined_replies->get_dropdown_input();
+		echo '</div>';
 
 		echo '<div id="ticket-reply-box">';
 		echo "<textarea id='reply' name='reply' $disabled_attr class='ticket-reply sf_autosave' rows='4' placeholder='" . esc_attr( $placeholder ) . "'>";
@@ -1015,53 +956,36 @@ public function meta_box_replies() {
 	}
 
 	public function display_ticket_replies() {
-		$private_replies = SupportFlow()->get_ticket_replies( get_the_ID(), array( 'status' => 'private' ) );
+		$all_replies = array(
+			'private' => SupportFlow()->get_ticket_replies( get_the_ID(), array( 'status' => 'private' ) ),
+			'public'  => SupportFlow()->get_ticket_replies( get_the_ID(), array( 'status' => 'public' ) ),
+		);
 
-		if ( ! empty( $private_replies ) ) {
-			echo '<ul class="private-replies">';
-			foreach ( $private_replies as $reply ) {
-				echo '<li>';
-				echo '<div class="ticket-reply">';
-				$post_content = wpautop( stripslashes( $reply->post_content ) );
-				// Make link clickable
-				$post_content = make_clickable( $post_content );
-				$post_content = $this->hide_quoted_text( $post_content );
-				echo $post_content;
-				if ( $attachment_ids = get_post_meta( $reply->ID, 'sf_attachments' ) ) {
-					echo '<ul class="ticket-reply-attachments">';
-					foreach ( $attachment_ids as $attachment_id ) {
-						$attachment_link = SupportFlow()->extend->attachments->get_attachment_url( $attachment_id );
-						echo '<li><a target="_blank" href="' . esc_url( $attachment_link ) . '">' . esc_html( get_the_title( $attachment_id ) ) . '</a></li>';
-					}
-					echo '</ul>';
-				}
-				echo '</div>';
-				$reply_author    = get_post_meta( $reply->ID, 'reply_author', true );
-				$reply_timestamp = sprintf( __( 'Noted by %1$s on %2$s at %3$s', 'supportflow' ), $reply_author, get_the_date( '', $reply->ID ), get_the_time( '', $reply->ID ) );
-				$modified_gmt    = get_post_modified_time( 'U', true, $reply->ID );
-				$last_activity   = sprintf( __( '%s ago', 'supportflow' ), human_time_diff( $modified_gmt ) );
-				echo '<div class="ticket-meta"><span class="reply-timestamp">' . esc_html( $reply_timestamp ) . ' (' . $last_activity . ')' . '</span></div>';
-				echo '</li>';
+		foreach ( $all_replies as $status => $replies ) {
+			if ( empty( $replies ) ) {
+				continue;
 			}
-			echo '</ul>';
-		}
 
-		$replies = SupportFlow()->get_ticket_replies( get_the_ID(), array( 'status' => 'public' ) );
-		if ( ! empty( $replies ) ) {
-			echo '<ul class="ticket-replies">';
+			$class = 'private' == $status ? 'private-replies' : 'ticket-replies';
+			echo "<ul class='$class'>";
+
 			foreach ( $replies as $reply ) {
-				$reply_author       = get_post_meta( $reply->ID, 'reply_author', true );
-				$reply_author_email = get_post_meta( $reply->ID, 'reply_author_email', true );
 				echo '<li>';
-				echo '<div class="reply-avatar">' . get_avatar( $reply_author_email, 72 );
-				echo '<p class="reply-author">' . esc_html( $reply_author ) . '</p>';
-				echo '</div>';
+
+				if ( 'public' == $status ) {
+					$reply_author       = get_post_meta( $reply->ID, 'reply_author', true );
+					$reply_author_email = get_post_meta( $reply->ID, 'reply_author_email', true );
+					echo '<div class="reply-avatar">' . get_avatar( $reply_author_email, 72 );
+					echo '<p class="reply-author">' . esc_html( $reply_author ) . '</p>';
+					echo '</div>';
+				}
+
 				echo '<div class="ticket-reply">';
 				$post_content = wpautop( stripslashes( $reply->post_content ) );
-				// Make link clickable
 				$post_content = make_clickable( $post_content );
 				$post_content = $this->hide_quoted_text( $post_content );
 				echo $post_content;
+
 				if ( $attachment_ids = get_post_meta( $reply->ID, 'sf_attachments' ) ) {
 					echo '<ul class="ticket-reply-attachments">';
 					foreach ( $attachment_ids as $attachment_id ) {
@@ -1071,17 +995,23 @@ public function display_ticket_replies() {
 					echo '</ul>';
 				}
 				echo '</div>';
-				$reply_timestamp = sprintf( __( '%s at %s', 'supportflow' ), get_the_date( '', $reply->ID ), get_the_time( '', $reply->ID ) );
-				$modified_gmt    = get_post_modified_time( 'U', true, $reply->ID );
-				$last_activity   = sprintf( __( '%s ago', 'supportflow' ), human_time_diff( $modified_gmt ) );
+
+				if ( 'private' == $status ) {
+					$reply_author    = get_post_meta( $reply->ID, 'reply_author', true );
+					$reply_timestamp = sprintf( __( 'Noted by %1$s on %2$s at %3$s', 'supportflow' ), $reply_author, get_the_date( '', $reply->ID ), get_the_time( '', $reply->ID ) );
+				}
+				if ( 'public' == $status ) {
+					$reply_timestamp = sprintf( __( '%s at %s', 'supportflow' ), get_the_date( '', $reply->ID ), get_the_time( '', $reply->ID ) );
+				}
+
+				$modified_gmt  = get_post_modified_time( 'U', true, $reply->ID );
+				$last_activity = sprintf( __( '%s ago', 'supportflow' ), human_time_diff( $modified_gmt ) );
 				echo '<div class="ticket-meta"><span class="reply-timestamp">' . esc_html( $reply_timestamp ) . ' (' . $last_activity . ')' . '</span></div>';
 				echo '</li>';
 			}
 			echo '</ul>';
 		}
-
 		echo '<div class="clear"></div>';
-
 	}
 
 	/**
diff --git a/classes/class-supportflow-email-replies.php b/classes/class-supportflow-email-replies.php
index 1053d05..5808319 100644
--- a/classes/class-supportflow-email-replies.php
+++ b/classes/class-supportflow-email-replies.php
@@ -42,7 +42,7 @@ function retrieve_email_replies() {
 
 		// Die if temp file is locked. i.e. cron is running
 		if ( 6 != fwrite( $fp, 'length' ) ) {
-			die;
+			return;
 		}
 
 		// Save current time to file
@@ -201,6 +201,25 @@ public function process_email( $imap_connection, $email, $i, $to, $email_account
 		$reply_author       = isset( $email->headers->from[0]->personal ) ? $email->headers->from[0]->personal : '';
 		$reply_author_email = $email->headers->from[0]->mailbox . '@' . $email->headers->from[0]->host;
 
+
+		// Add anyone else that was in the 'to' or 'cc' fields as customers
+		$customers = array();
+		$fields      = array( 'to', 'cc' );
+		foreach ( $fields as $field ) {
+			if ( ! empty( $email->headers->$field ) ) {
+				foreach ( $email->headers->$field as $recipient ) {
+					$email_address = $recipient->mailbox . '@' . $recipient->host;
+					if ( is_email( $email_address ) && $email_address != SupportFlow()->extend->emails->from_address && strcasecmp( $email_address, $to ) != 0 ) {
+						$customers[] = $email_address;
+					}
+				}
+			}
+		}
+		$customers[] = $reply_author_email;
+
+
+		$message = $email->body;
+
 		// Parse out the reply body
 		if ( function_exists( 'What_The_Email' ) ) {
 			$message = What_The_Email()->get_message( $email->body );
@@ -222,29 +241,14 @@ public function process_email( $imap_connection, $email, $i, $to, $email_account
 			}
 		}
 
+		$message = SupportFlow()->sanitize_ticket_reply( $message );
+
 		// Check to see if this message was in response to an existing ticket
 		$ticket_id = false;
 		if ( preg_match( '#\[([a-zA-Z0-9]{8})\]$#', $subject, $matches ) ) {
 			$ticket_id = SupportFlow()->get_ticket_from_secret( $matches[1] );
 		}
 
-		// Add anyone else that was in the 'to' or 'cc' fields as customers
-		$customers = array();
-		$fields      = array( 'to', 'cc' );
-		foreach ( $fields as $field ) {
-			if ( ! empty( $email->headers->$field ) ) {
-				foreach ( $email->headers->$field as $recipient ) {
-					$email_address = $recipient->mailbox . '@' . $recipient->host;
-					if ( is_email( $email_address ) && $email_address != SupportFlow()->extend->emails->from_address && strcasecmp( $email_address, $to ) != 0 ) {
-						$customers[] = $email_address;
-					}
-				}
-			}
-		}
-		$customers[] = $reply_author_email;
-
-		$message = SupportFlow()->sanitize_ticket_reply( $message );
-
 		if ( $ticket_id ) {
 			$reply_args = array(
 				'reply_author'       => $reply_author,
diff --git a/classes/class-supportflow-emails.php b/classes/class-supportflow-emails.php
index a5adb13..b0c6360 100644
--- a/classes/class-supportflow-emails.php
+++ b/classes/class-supportflow-emails.php
@@ -37,13 +37,11 @@ public function notify_agents_ticket_replies( $reply_id ) {
 
 		$ticket = SupportFlow()->get_ticket( $reply->post_parent );
 
-		$email_accounts   = SupportFlow()->extend->email_accounts->get_email_accounts( true );
 		$email_account_id = get_post_meta( $ticket->ID, 'email_account', true );
-		if ( '' == $email_account_id ) {
+		$smtp_account     = SupportFlow()->extend->email_accounts->get_email_account[$email_account_id];
+		if ( null == $smtp_account ) {
 			return;
 		}
-		$smtp_account = $email_accounts[$email_account_id];
-
 
 		$agent_ids = SupportFlow()->extend->email_notifications->get_notified_user( $ticket->ID );
 		$agent_ids = apply_filters( 'supportflow_emails_notify_agent_ids', $agent_ids, $ticket, 'reply' );
@@ -60,7 +58,7 @@ public function notify_agents_ticket_replies( $reply_id ) {
 
 		// Don't email the person adding the reply, unless that's desired behavior
 		if ( ! apply_filters( 'supportflow_emails_notify_creator', false, 'reply' ) ) {
-			$key = array_search( get_post_meta( $reply->ID, 'reply_author_email', true ), $agent_emails );
+			$key = array_search( SupportFlow()->get_reply_author_email( $reply->ID ), $agent_emails );
 			if ( false !== $key ) {
 				unset( $agent_emails[$key] );
 			}
@@ -100,16 +98,15 @@ public function notify_customers_ticket_replies( $reply_id, $cc = array(), $bcc
 		$ticket    = SupportFlow()->get_ticket( $reply->post_parent );
 		$customers = SupportFlow()->get_ticket_customers( $ticket->ID, array( 'fields' => 'emails' ) );
 
-		$email_accounts   = SupportFlow()->extend->email_accounts->get_email_accounts( true );
 		$email_account_id = get_post_meta( $ticket->ID, 'email_account', true );
-		if ( '' == $email_account_id ) {
+		$smtp_account     = SupportFlow()->extend->email_accounts->get_email_account[$email_account_id];
+		if ( null == $smtp_account ) {
 			return;
 		}
-		$smtp_account = $email_accounts[$email_account_id];
 
 		// Don't email the person creating the reply, unless that's desired behavior
 		if ( ! apply_filters( 'supportflow_emails_notify_creator', false, 'reply' ) ) {
-			$reply_author_email = get_post_meta( $reply->ID, 'reply_author_email', true );
+			$reply_author_email = SupportFlow()->get_reply_author_email( $reply->ID );
 			$key                = array_search( $reply_author_email, $customers );
 			if ( false !== $key ) {
 				unset( $customers[$key] );
@@ -159,21 +156,14 @@ public function email_conversation( $ticket_id, $to ) {
 
 		foreach ( array_reverse( $ticket_replies ) as $ticket_reply ) {
 			$date_time    = $ticket_reply->post_date_gmt . ' GMT';
-			$reply_author = get_post_meta( $ticket_reply->ID, 'reply_author', true );
-			if ( empty( $reply_author ) ) {
-				$reply_author = get_post_meta( $ticket_reply->ID, 'reply_author_email', true );
-			}
+			$reply_author = SupportFlow()->get_reply_author_name( $ticket_reply->ID );
 
 			$msg .= '<b>' . sprintf( __( 'On %s, %s wrote:', 'supportflow' ), $date_time, esc_html( $reply_author ) ) . '</b>';
 			$msg .= '<br>';
 			$msg .= SupportFlow()->sanitize_ticket_reply( $ticket_reply->post_content );
 			$msg .= '<br><br>';
 
-			if ( $ticket_attachments = get_posts( array( 'post_type' => 'attachment', 'post_parent' => $ticket_reply->ID, 'posts_per_page' => -1 ) ) ) {
-				foreach ( $ticket_attachments as $attachment ) {
-					$attachments[] = get_attached_file( $attachment->ID );
-				}
-			}
+			$attachments[] = $this->get_attached_files( $ticket_reply->ID );
 		}
 		self::mail( $to, $subject, $msg, 'Content-Type: text/html', $attachments );
 	}
@@ -231,15 +221,12 @@ public function get_quoted_text( $ticket ) {
 			return '';
 		} else {
 			$quoted_reply = $replies[1];
-			$reply_author = get_post_meta( $quoted_reply->ID, 'reply_author', true );
-			if ( empty( $reply_author ) ) {
-				$reply_author = get_post_meta( $ticket_reply->ID, 'reply_author_email', true );
-			}
-			$time_stamp = $ticket->post_date_gmt;
-			$heading    = sprintf( "On %s GMT, %s wrote:", $time_stamp, $reply_author );
-			$content    = SupportFlow()->sanitize_ticket_reply( stripslashes( $quoted_reply->post_content ) );
-			$content    = "> $content";
-			$content    = str_replace( "\n", "\n> ", $content );
+			$reply_author = SupportFlow()->get_reply_author_name( $quoted_reply->ID );
+			$time_stamp   = $ticket->post_date_gmt;
+			$heading      = sprintf( "On %s GMT, %s wrote:", $time_stamp, $reply_author );
+			$content      = SupportFlow()->sanitize_ticket_reply( stripslashes( $quoted_reply->post_content ) );
+			$content      = "> $content";
+			$content      = str_replace( "\n", "\n> ", $content );
 
 			return "$heading\n$content";
 		}
@@ -247,9 +234,9 @@ public function get_quoted_text( $ticket ) {
 
 	public function get_attached_files( $reply_id ) {
 		$attachments = array();
-		if ( $ticket_attachments = get_posts( array( 'post_type' => 'attachment', 'post_parent' => $reply_id, 'posts_per_page' => -1 ) ) ) {
+		if ( $ticket_attachments = get_post_meta( $reply_id, 'sf_attachments' ) ) {
 			foreach ( $ticket_attachments as $attachment ) {
-				$attachments[] = get_attached_file( $attachment->ID );
+				$attachments[] = get_attached_file( $attachment );
 			}
 		}
 
diff --git a/classes/class-supportflow-predefined-replies.php b/classes/class-supportflow-predefined-replies.php
index 0fe8859..2759c21 100644
--- a/classes/class-supportflow-predefined-replies.php
+++ b/classes/class-supportflow-predefined-replies.php
@@ -87,10 +87,68 @@ public function action_admin_menu_predefined_replies() {
 		$post_type                = SupportFlow()->post_type;
 		$predefinded_replies_type = SupportFlow()->predefinded_replies_type;
 
-		add_submenu_page( "edit.php?post_type=$post_type", 'All predefined replies', 'All predefined replies', 'manage_options', "edit.php?post_type=$predefinded_replies_type" );
-		add_submenu_page( "edit.php?post_type=$post_type", 'New predefined reply', 'New predefined reply', 'manage_options', "post-new.php?post_type=$predefinded_replies_type" );
+		add_submenu_page( "edit.php?post_type=$post_type", __( 'All predefined replies', 'supportflow' ), __( 'All predefined replies', 'supportflow' ), 'manage_options', "edit.php?post_type=$predefinded_replies_type" );
+		add_submenu_page( "edit.php?post_type=$post_type", __( 'New predefined reply', 'supportflow' ), __( 'New predefined reply', 'supportflow' ), 'manage_options', "post-new.php?post_type=$predefinded_replies_type" );
 
 	}
+
+	/**
+	 * @return array Array of predefined replies. Each array contains subarray with keys "title" and "content"
+	 */
+	public function get_predefined_replies() {
+		$predefs            = array();
+		$predefined_replies = get_posts( array( 'post_type' => SupportFlow()->predefinded_replies_type, 'posts_per_page' => - 1 ) );
+
+		foreach ( $predefined_replies as $predefined_reply ) {
+			$predefs[] = array( 'title' => $predefined_reply->post_title, 'content' => $predefined_reply->post_content );
+		}
+
+		return $predefs;
+	}
+
+	/**
+	 * Echo HTML dropdown box containing replies.
+	 * Returns predefined content as data property of option tags
+	 *
+	 * @param boolean $echo Should echo the dropdown
+	 * @param int $trim_length Limit the length of content shown in box
+	 */
+	public function get_dropdown_input($echo = true, $trim_length = 75) {
+		$predefined_replies = $this->get_predefined_replies();
+		$pre_defs           = array( array( 'trimmed_title' => __( 'Pre-defined Replies', 'supportflow' ), 'title' => '', 'content' => '' ) );
+
+		foreach ( $predefined_replies as $predefined_reply ) {
+			$content = $predefined_reply['content'];
+			if ( 0 == strlen( $content ) ) {
+				continue;
+			}
+
+			$title = empty( $predefined_reply['title'] ) ? $content : $predefined_reply['title'];
+
+			// Limit size to $trim_length (default 75) characters
+			if ( strlen( $title ) > $trim_length ) {
+				$trimmed_title = substr( $title, 0, $trim_length - 3 ) . '...';
+			} else {
+				$trimmed_title = $title;
+			}
+
+			$pre_defs[] = array( 'trimmed_title' => $trimmed_title, 'title' => $title, 'content' => $content );
+		}
+
+		$output = '<select id="predefs" ' . $disabled_attr . ' class="predefined_replies_dropdown">';
+		foreach ( $pre_defs as $pre_def ) {
+			$output .= '<option class="predef"'
+				. ' data-title="' . esc_attr( $pre_def['title'] ) . '"'
+				. ' data-content="' . esc_attr( $pre_def['content'] ) . '"'
+				. '>'
+				. esc_html( $pre_def['trimmed_title'] )
+				. "</option>";
+		}
+		$output .= '</select>';
+
+		echo ( $echo ) ? $output : '';
+		return $output;
+	}
 }
 
 SupportFlow()->extend->predefined_replies = new SupportFlow_Predefined_Replies();
\ No newline at end of file
diff --git a/classes/class-supportflow-ui-submissionform.php b/classes/class-supportflow-ui-submissionform.php
index 6b672c9..042f21b 100644
--- a/classes/class-supportflow-ui-submissionform.php
+++ b/classes/class-supportflow-ui-submissionform.php
@@ -106,8 +106,6 @@ public function action_init_handle_form_submission() {
 			return;
 		}
 
-		// Load required file
-		require_once( SupportFlow()->plugin_dir . 'classes/class-supportflow-admin.php' );
 
 		$ticket_id = SupportFlow()->create_ticket(
 			array(
diff --git a/supportflow.php b/supportflow.php
index ae49591..c2e0b86 100644
--- a/supportflow.php
+++ b/supportflow.php
@@ -635,7 +635,7 @@ public function get_customers( $args = array() ) {
 	public function get_ticket_customers( $ticket_id, $args = array() ) {
 
 		$default_args = array(
-			'fields' => 'all', // 'all', 'emails'
+			'fields' => 'all', // 'all', 'emails', 'slugs'
 		);
 		$args         = array_merge( $default_args, $args );
 
@@ -645,7 +645,11 @@ public function get_ticket_customers( $ticket_id, $args = array() ) {
 		}
 
 		$customers = array();
-		if ( 'emails' == $args['fields'] ) {
+		if ( 'all' == $args['fields'] ) {
+			foreach ( $raw_customers as $raw_customer ) {
+				$customers[] = array( 'email' => $raw_customer->name, 'slug' => $raw_customer->slug );
+			}
+		} elseif ( 'emails' == $args['fields'] ) {
 			foreach ( $raw_customers as $raw_customer ) {
 				$customers[] = $raw_customer->name;
 			}
@@ -752,6 +756,33 @@ public function filter_reply_clauses( $clauses, $query ) {
 		return $clauses;
 	}
 
+	/**
+	 * Get the total number of tickets. They can be filtered using $args. By default include all tickets excluding closed and trashed
+	 * @return int Count of tickets
+	 */
+	public function get_tickets_count( $args = array() ) {
+		$statuses     = SupportFlow()->post_statuses;
+		$status_slugs = array();
+
+		foreach ( $statuses as $status => $status_data ) {
+			if ( true == $status_data['show_tickets'] ) {
+				$status_slugs[] = $status;
+			}
+		}
+
+		$default_args = array(
+			'post_type'      => $this->post_type,
+			'post_parent'    => 0,
+			'posts_per_page' => 1,
+			'post_status'    => $status_slugs,
+		);
+
+		$args     = array_merge( $default_args, $args );
+		$wp_query = new WP_Query( $args );
+
+		return $wp_query->found_posts;
+	}
+
 	/**
 	 * Get the total number of replies associated with a ticket
 	 *
@@ -884,6 +915,35 @@ public function get_ticket_from_secret( $secret ) {
 		}
 	}
 
+	/**
+	 * Get reply author name
+	 * @param int $reply_id ID of reply
+	 * @param boolean $return_email_if_empty Should return author E-Mail if name not found
+	 * @return string Reply author name or reply author name or a empty string depending upon parameters
+	 */
+	public function get_reply_author_name( $reply_id, $return_email_if_empty = true ) {
+		$author = get_post_meta( $reply_id, 'reply_author', true );
+		if ( $return_email_if_empty && empty( $author ) ) {
+			$author = $this->get_reply_author_email( $reply_id, false );
+		}
+
+		return $author;
+	}
+
+	/**
+	 * Get reply author E-Mail
+	 * @param int $reply_id ID of reply
+	 * @return string Reply author E-Mail or empty string on failure
+	 */
+	public function get_reply_author_email( $reply_id, $return_name_if_empty = false ) {
+		$author = get_post_meta( $reply_id, 'reply_author_email', true );
+		if ( $return_name_if_empty && empty( $author ) ) {
+			$author = $this->get_reply_author_name( $reply_id, false );
+		}
+
+		return $author;
+	}
+
 	/**
 	 * SupportFlow alternate of wp_enqueue_script() to increase code reuse and save time. Enqueue a JS script
 	 *