The customer ticket request portal should be mobile friendly. Customers that want to manage their tickets and either lose internet or are on the road away from their company can't do anything because they can't work with the customer portal.
As a company that used to use Kabuto, one of my favorite features was the ability to create a ticket or request right on the desktop. You could click on the branded icon in the system tray and a window would open on the desktop and allow the client to complete it and send it immediately. No need to go to a website or anything. Click and submit. Their credentials were stored on the computer.
As an MSP, it would be useful to have a link that I can select to login to the customer portal as a user. This would allow me to verify that the customizations I have made are being properly seen by my customers without having to create myself a login or breach the customer's security by having their password. It also improves the efficiency that I can perform this with as I am making adjustments.
Clients should be able to modify their users, view contracts, scheduled visits etc
Show sub status on customer portal but not make it editable for them. This way customer can better see what's the status of their ticket is besides just open, hold, or closed.