I love the platform so far and understand it is still in it's growing phase so I'd like to offer some ideas. After using other Help Desks for about the last 16 years, there's I have a few things that I have found helpful in the past that I would love to see implemented in GoTo Resolve.
Ability to close a ticket when a comment is added. Something like a simple check box to prompt the ticket to be closed when the comment is added.
Ability to add checklists to tickets in order to track work within a ticket. For example, when a new user needs to be created, a checklist of all the common items that need to be done for this task.
Ability to merge tickets.
If a ticket is opened by a user and another user is CC'd on the ticket, both parties should be able to comment back to the same ticket. Right now if a user requests permission change and CC their manager on the ticket email, when the manager replies back approving/denying the request it creates another ticket.