Proper scheduling! That's one of the major missing pieces for all the less expensive PSAs/ticketing systems. This is about the only thing that ConnectWise does really well:
While in a ticket you can assign a status and then schedule the ticket for either
a) perform this task on this day/time (i.e: you've made arrangements with a user to do X at time Y and it should take Z time to complete)
b) follow-up with the user at this date/time for whatever purpose you deem necessary (i.e. pre-ticket closure email ensuring the issue is resolved to the client's satisfaction)
Exchange / Outlook integration a huge plus...
Also, time tracking via manual entry or start/stop.
Definitely some great ideas in here and also some ideas that are already in place! I like the scheduling concept and will try to put that through product management. As for time tracking this is already in place. It works currently but it is very bare bones where we we're planning on revamping it an approaching it from a (very slightly) different direction.