With other helpdesk software like zendesk/desk.com they have the ability to auto suggest couple of articles from knowledge base/ user discussions based on the contents of your support ticket request (either via support center, or via a web form) Allowing customers to get an immediate answer (assuming you have a good knowledge base) I included an example from desk.com
I would find this feature very useful in convincing me to use sirportly for our support software as there are many cool features that other software does not use. But the ability to suggest an answer to a customer question before they submit a ticket cuts down on many support requests as some customers dont bother searching before sending a request. I believe this would be a rather simple feature to add as the built in search for the support center is already great.
A simple way to do this would to just run a search based on the message subject and show the results, with future improvements to this actually searching the message body which I imagine would be a little more complex.
Complete We've implemented this suggestion!