I wish these features could be included in the next version of HelpSpot:
Specify sender name without creating a mailbox. We are currently using only one mailbox, but we would like to have the option to send e-mails with the staff members name as the sender name.
Automatically add customer information from live-lookup by using the customers e-mail address. This could be done with e-mail rules. Or maybe make it easier to use live-lookup by having AJAX-fields on the request page.