" Sending emails seems way more formal and always seems to take longer because you have the overhead of cooking up a title and figuring out how to address it."

From a new article on Dave Winers instant outliner. That article has nothing to do with help desk software but the concept is the same. It's why HelpSpot has no title field. Too much time is wasted trying to figure out what to title something with little to no benefit. Those other help desk vendors have it because they're "supposed" to not because they actually ever thought about it's usefulness.

**HelpSpot does capture and show titles of emails sent to it by your customers/users. Since your customers are sending it you need to read it. What you don't need is your help desk staff wasting time trying to create titles for requests they enter in the system.*