It would be helpful to know what time it is for a customer. This could be a field in their Customers tab contact record. It could be entered by hand and it could perhaps often be extracted from the first email they send us that opens a ticket. It could be displayed in any of their tickets — especially important when their time zone is a lot different from that of the rep looking at the ticket.
Lots of room for a terrific product differentiator here, Freshdesk. Well, until/unless competitors clone it.