Current Priority settings are based on the feelings and opinions of the person submitting/owning the ticket. The ability to set a Default Priority per Category (similar to the Default Ticket Owner) in the Customize Fields and Layouts page would be very beneficial to appropriately managing workloads.

It would be awesome if all the Queue Owners were emailed when a ticket breaks SLA or Escalation timer rules.
So if you could add Queue Owners check boxes to the Escalation and SLA Violation email on events function like it has already for New ticket on ... events that would be awesome!

I find it frustrating to have to scroll through a long list of comments in a ticket to find what I need. Often comments on a ticket are a mix of e-mails sent to tickets as well as comments entered manually directly into the ticket by users and technicians. What would be nice is a tabbed view in comments. The first tab would be technician/user comments and the second tab would be e-mail generated comments. This separation would really help me keep comments in tickets organized.

I notice that for some tickets, the list of comments can become quite lengthy, making it difficult to find what you need and difficult to scroll through. This is especially true if you start forwarding e-mails to tickets for documentation. What I'd like to see is the ability to collapse individual comments and an option to collapse all comments.

Move Process Templates out from Service Desk Configuration so that it can be selected as a separate Hide/Read/Write item in the Roles configuration screen.
I have a customer who wants the heldesk manager to be able to edit Process Templates, but not be able to do all the other things in Service Desk Configuration.

When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.

Or possibly, give the Service Desk tech the option to either attach the article text or the link.

The Ability to have rules run on ticket submission to allow for changes such as the ability to change fields based on title content would be useful.

It would work so much better for those signed into the queue to have tickets automatically assign a ticket based on a round robin type scenario or assign to those who have the least number assigned to themselves.

It would be nice to have that as an update, click a button by the admin and it happens in our queue.

When a ticket is emailed, if the email contains a large body of text, that text FILLS UP THE SUMMARY WINDOW of the newly created ticket. This means you have to scroll and scroll and scroll before you can reach the tickets comments/ attachments section...to do work.
so. simple fix.....make the Summary window have a scroll bar...JUST LIKE THE COMMENTS FIELD DOES.

In comments, allow anyone to @user mention another user in the system.

If the @user isn't cc'ed , a submitter or owner, then add them to cc.

Hello. It would be nice to make the "Add Work" option as a required field before a ticket can be closed or completed. Our company is looking towards tracking how long different tasks take for IT Technician and making this a required field would make this an easy way to add up the time as well as ensure the time is being added as it is easy to forget.

Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.

For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.

Tickets list search is very, very slow

If you enter a value in the search ticket list it takes forever until a result appears.

Update data is only in the search list

Setting up the archiving did nothing!

If you enter the same value in the advanced search, it is quick

Even if I change the ticket on the following path, the search appears instantly
http://SMA.xyz.ch/adminui/ticket.php?ID=30001

Add a BCC list and an option to send email with actual standard SMTP CC and BCC list functionality, so that recipients can see that they are not the only one being notified.

As is, recipients often start emailing each other, because they don't know that the other concerned parties were also notified.

There is a limit of 10 approvers in the approver list for processes. We need to be able to add all of our leadership staff to the list.

For each Workqueue provide an option to force our users/technicians into entering time for each ticket. I've noticed when i create custom reports, fields that report "0" in the "HDWORK.AdjustmentHours" table will not show up in a report. I would like to make sure our reports are as accurate as possible.

In the admin part of editing the user download you can create blank lines by entering twice once a sentence is finished, then typing more information.

Due to the current formatting limitation, the end user sees all of the text in one line, which makes it easily missed for moderate-advanced installs.