For private articles how would you go about editing them or even viewing them as a logged-in staff member? I went ahead and downloaded/installed this on a test server and I have to say that it's very robust! So far the only things that I noticed were the replies from emails (client hitting reply from their inbox) adds the RE: [TICKET NUIMBER] which creates it as a new ticket, and the inability to view/edit the private articles. Other than that - I can't find anything else really "bug-wise". Great job!
