I am doing this so I can find out what people want new in a Support System, so when I make the support system, people will have the new features. What new features do you think should be added to Support Systems? Please be descriptive because this info could be later used for my Support System project.

Thankyou,
Luke

If I needed to use a support system heres the features I would like. I would like to see which support agent is online. I would a Urgent Ticket where if i feel my problem is serious such as a Mysql database erased my support would be answered quicker then non urgent tickets. I would also like to be able to speak with a support agent via online voice chat.

Thats what comes to mind now.

heres a couple of things:

Server Status page
Ability to check tickets with ticket id and email address and/or direct link

I do have more but ill list them later.

well what i need is a really nice system for history/logs which can tell you how many ticket it was in last X days .. the average time each ticket was answered in last X days .... how many ticket Mr A answered how many Miss B ! What was average time Mr A answered tickets in and what was Miss B's !!

Thanks!

Thank you all for your ideas, keep them coming :)

A running notes section for the customer, like if you were to hover over the name, or click it it would open up a popup with staff-editable notes, or even have login information, like for dedicated servers and such that it pulls from some other db.