Explanation is sometimes needed for customers, so help text would be good – e.g. Explaining where to find an asset number or what an acronymn means on a field label - standard functionality with a little ? icon next to the field label or something.
Similar to this idea, I would love to see the ability to put headers or just plain text into a service request form. For example, when users are asked to select from multiple checkboxes, a header indicating what the checkboxes are for.