Potential roadmap item: bidirectional sync with Jira (and others) so support requests can create/be linked to Jira (etc) tickets, and see updates from them.
While we're thinking about it, something I always wanted when I was working support. The abilitiy to "upvote" a bug from within a support case. That way a PM can sort open issues by number of users who are griping about it.
We looked years ago for simple helpdesk that would link to GitHub issues so that CS was working in the helpdesk tool but could easily create issues when a dev is involved.