A better-explained, more intuitive way to show a private category, especially when something's been moved, including a better explanation of who can see it and what general classes of requests get moved (requests with sensitive information, or that require staff/senior support response).

Ability to easily apply themes, for accessibility and shiny.

Ability to allow claiming, perhaps, so multiple people don't think that no one else is working on a request and duplicate efforts rather than combining them.

Nicer priv interface.

Ability to tag (that is not just in the title).