One major feature that is missing from Web Help Desk that appears in the many other tools we've used in the past is the ability to assign a ticket to a queue rather than an individual.
We are a large group that supports multiple agencies and those agencies also have smaller technical teams within them. We do not always have the capability to speak with an individual at that agency to verify they can handle the ticket if we route it to them.
In all other systems, we could just assign it to that queue, all members of that queue receive an e-mail and one of them resolve the request.
I've spoken to many people regarding this issue and it seems like it never occured to anyone that this might be needed.