osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Related Tickets Suggestion
So the last MOD on my on-going checklist from our IT department is to somehow incorporate this Related Tickets Feature.
The way it would work is to search closed tickets, rank them by relevance and keywords that are in your ticket thread and create links to them to open in a new window / new tab. I really think this feature would set osTicket Apart from its peers in the Open source world by leaps and bounds.
Sadly, I think this is far beyond my basic PHP knowledge. Would be a great addition in an Upcoming release or the MODS section!