automatic filter and assign received ticket / email
for me (at least) it would be a great help to be able to specify certain "search destination words":
A mail / ticket that is received should be filtered for these words and automatically be decided who get's the ticket assigned.
Thinking this further, It would also be possible to assign a ticket in accordance to old tickets: If a staff member is working on tickets concerning "printer problems" again and again, a (statistical) search could determine, that a new ticket "my printer fails me" is for that staff member (as there is the word printer in this as in 90% of that staff members tickets).
Not quick and easy to accomplish, but the first suggestion should be quite easy.