Additional features: custom fields w/ user-chosen types: free text field, drop down list, etc.); time tracking (I spent n hours/minutes on this ticket); these should be searchable.

Major feature that allows me to work around any shortcomings in your office: API access to everything and/or database access (preferably direct read/write access, but even if it's just a downloadable .sql.gz it's a huge benefit).

I'm probably not a typical user, though, FWIW.