I am not sure about finding an old manual.
But upgrading to V11 would get you the ability to use a dashboard for ticket activity and some nice pie charts to see ticket status. Techs can log in as users with the same ID easier if you use approval processes. You have action rules that allow you to do things like automated emails or adding approvals using. Color codes names for techs in the interface. The abiltiy to use a built in CSS editor for the client side of the interface, and a rest type API.