As your company grows, you will need to scale your customer service. Expectations of a helpdesk will shift over time, especially once you reach enterprise status. You may need more than just the basic helpdesk features. Large corporations, for example, may employ features such as:
Sandbox - to make a copy of their helpdesk and test features and configurations before implementing them.
Audit logs - to keep track of all changes made to the helpdesk.
Skill-based ticket assignment ensures that agents with the appropriate skill set handle the appropriate customer issues.
