I know there a few places the apparent lack of development and roadmap is being discussed, but I was hoping that it would at least be possible to have an update on the status of feature requests.
The Feature Requests forum should be very useful, but when the only thing that is listed as being in 'What we're working on' is the asset reporting that's already in the 12.2 RC, it's hard to take this seriously. That along with being asked questions on barcode implementation, when as far as I can see that doesn't even appear in the feature requests until page 4 if you sort by votes.
WebHelpDesk was purchased on the basis of the excellent development work and feature rich environment of the Orion suite. We had hoped that this would quickly be the case with WebHelpDesk and hoped to support that process, however so far we have been very disappointed at progress and support received. If this is to be a proper help desk tool, focus on the help desk, get the processes right and aligned with the appropriate best practices (i.e. ITIL\ISO 20000 Event Management, Request Fulfilment, Incident Management, Problem Management, Change Management) then add the bells and whistles. Look at the feature requests, pay attention to them, and get some communication going - in the public domain - about those requests and what you're working on.
--Richard