What features would you like in a Helpdesk?

Hello, guys So I'm creating a Helpdesk with a change. It is going to totally change the way we handle support now(at least I believe so) by using a gamified forum(I know the disadvantages of this and am working to remove those) instead of a ticket system so that you(the company) needs to solve only the rarest of the problems and your users solve the rest(it is amazing how much people love to help others if you give them an incentive however small). So if you are in need of a feature for your support system or have a suggestion or query please comment below. I would try to add as many features as I can based on your requests.