I would like to see the ability to have clients select sub topics for example

Computer Related --> Install Operating System --> Windows Vista --> Home Basic

(This was only an example)

Once the client selected install operating system a pull down field would appear asking the client to select their Computer type (Desktop, Laptop, Server) then their computer manfacturer (Dell, Acer) then the model number (OptiPlex G, OptiPlex F).

This would improve the staffs knowledge of the clients problems or needs...and plus....a lot of the non open source ticket management systems have it

Look forward to seeing this feature....it would come in handy!!