If it's possible to give your customer the ability to do some customization on the Ticketing portal like add some filed and hide some others, change the name of the portal and also the ability to change some existing option related to the tickets priority and impact.
The format that you have on the portal is really general and it will be really appreciated if each customer could tolerate something fit his business.
I hope to hear back from you and wish to have this ability in your next builds.

Thanks

Dani Farah