What should be the requirements for a ticket-tistem (help desk)?

Question

Helpdesk

I am developing a minimalistic ticket system, while I would like to take into account the wishes of various parties. Ordinary users (clients) want simplicity without piling up functionality (“so that everything is simple, so that any element can be found and understood without difficulty”), now there are questions for developers and managers, I ask you to indicate the reason in addition to the answer (if possible).
Questions:
1. Which of the ticket systems is the standard for you?
2. What must be in the system?
3. What should not be under any circumstances (what do you dislike)?
Please describe everything in as much detail as possible.
PS: system repository: GitHub , Packagist

Answer 1

1. Hesk
2. Depending on the number of workstations! Here, with my 200 workstations and 2 employees, I do not need the escalation function! And so you need control, priorities, a history of solving problems.
3. Clutter!

Answer 2

Want to write your own SD? look at the current ones on the market, they are already quite interesting and different