It would be really useful to have the ability to create personal tasks or assign tasks to specific employees that are linked to a ticket. These tasks should appear in a dedicated “To Do” section on the dashboard and in the specific ticket it relates to, regardless of the ticket’s current status (e.g. even if it’s marked as resolved).

For example, I might need to follow up with a customer in a week's time—being able to “create task" would let me schedule that action. Then, when the date arrives, the task appears on my dashboard and I can easily click into it to view the ticket it relates to or update the customer. This would make it much easier to manage ongoing actions and reminders without losing track of them once a ticket is closed.