FogBugz includes a powerful search engine, allowing you to instantly search the complete contents of cases, wiki articles, and customer correspondence.
Snippets are templated responses with placeholders for personalization. Write a response once and then quickly reuse it as many times as you need. These can be used to respond to any text field in a case, but are most useful for replies to emails.
Need to repeat the same action over and over? Use Bulk Editing and do it once. Just as snippets allow your software developers and help desk team to avoid re-typing, bulk editing allows them to avoid re-doing the same action over and over.
Tags offer an ad hoc way to group cases and wiki articles together, allowing you to easily keep track of issues.