Update UI for service desk as user
The current portal for users has a very dated feel to it. It reminds me of old VB script default layouts.
Everything is small, and arranged on the page in a very "dump it all in there" manner. Look to products like zendesk for an updated, user friendly design.
Really the whole product needs this treatment, but at the very least the user portal should be updated as it encourages users to actually use the portal.