Our department has been using HelpSpot for about 6 months so far and we love it. It is very easy to use and is great for organizing our client support items!
We do have two suggestions though:
Display Subject Line in search results. Currently, only the request ID, open/closed and owner display.
Display Subject Line in merge confirmation window. Currently, the request ID, customer ID, first name, last name, email and opened on display.
We work with a lot of the same customers, so increased integration of the subject line would be incredibly useful to us in providing more specificity to ensure that we are selecting the proper request.
Thank you so much for your consideration!