One of the biggest issues we run into is that we sell support contracts, for example, a client may buy 5 hours of support each month. However, we have no way to monitor how many hours a client used. It would be great to put in support plans and assign a client to a support package. Then it can notify them and us when they are within an hour of using all of their hours.
In doing some research I found that this is a feature in other support systems, and our clients complain to us all of the time about this lack of feature.
Here’s an example: http://www.manageengine.com/products/support-center/contract-management.html
Otherwise, great product!