It would be incredibly helpful to be able to easily get to the data of how much time a ticket is spending in each status and under each support rep. The data is already tracked - you can see the time of each status save and request owner change save under the history tab.
I would really like to generate reports of how much time there was between request owner changes and status changes - or even better be able to have a total calculated for each ticket - how much time in status A, B, C, D.... and how much time under owner: None, RepA, RepB, etc.
This should be incredibly useful for analysis.