basically an alert of some kind on the help desk to let us know if they have been here before (when just looking at a ticket top- ) this allows us to improve the relationship with something as simple as Welcome back to the forum- we are here to help
its a small thing BUT it makes the customer feel wanted and cared for. thats good for business
Also if they add log in details to one ticket but not another- we can quickly look at the login details to get in and fix the issue without needing to ask them again for their wp-admin details
and remember- I am an ideas guy- I got no idea how to implement that!