Inspired by Human Behavior Customer (feel free to comment if you want to expose yourself)! users impacted + frequency separating between hard issues (i.e. bugs) vs soft issues (i.e. ui/ux improvements) being able to close, delete tickets should be in line -not at top would be good to be able to change status, priority, etc. you should just play the first video by default and go directly to the related timestamp reemphasis on first seen vs last seen being useful would like a summary of the associated email accounts impacted nice to have would be ability to leave a comment on the ticket