ACT! is great for creating an audit trail of information against the customer contact, i.e. History tab.
What isn't so easy is having to check through all the items to find relevant information about an incident for example that is in dispute. It means opening many emails to find the data you are after. One assistance to hunting for data could be the ability to flag History items and then to apply a filter just for the marked items that could then be reviewed or printed. So how about a flag ability that is more persistent than just highlighting items in History, then filter by flagged items only