That would be nice to have improvement.

When someone creates a task and marks it as "to do" he automatically becomes the author of this task. If someone else changes the task from "to do" to "done" from this point the other person becomes an author, which is not true. It should be possible that the tasks that someone creates for the other person, the other person could mark "done" without changing the author of task. Ideally if it was a simple checkbox

It would be very nice to have option to configure new status like 'pending externaly'. That way it's easy to filter tickets that are reported to the software vendor.

Or the solution that was not approved should be turned into follow up. That way when I would look at the ticket in "talk" i would see full conversation like: follow up from a technician > follow up from a requester > solution (not approved) > follow up from requester (rejected comment) > solution approved > follow up from requester (approved comment)