I've read nice feedbacks with some points here and there we wish atera has but I want to point it out a bit more:

We struggle to trace repeating issues in the ticket system. For example:
Issue X comes up every 3 months and every time another technician is working on it. We are 5 technicians so it could happen that my colleagues will face Issue X one by another and after maybe 12 months it lands on my table again. 1st I sure would not remember that I worked a year ago on the same ´problem and 2nd I would not see that Issue X came up 4 times again since I first worked on it.

It would be helpful to have some kind of intelligent counter / tally chart wich shows me that the current issue already has came up/ has been solved in the past. It would show me the affected devices, customers and date it was reported. Maybe just in form of a count of hits for a tag I am searching (ex. Tag "Bluescreen" shows me "Bluescreen (39 hits)" )

With a feature like this you can easily identify and solve repeating issues and save a lot of time searching for the right sollution.