First, I have designed, configured, managed, and supported multiple help desk platforms. I have to commend your team on a job well done. Your product for Freshservice is legendary. I sincerely hope you focus continual add-ons and development for Freshservice.
Second, I have provided some insight into additional feature requests:
Also, the ability to further leverage the "locations" for franchise based companies. The parent child relationships are very nice. I would love to see the ability to add locations THEN have the ability to assign IT vendors to each user based on their location. WorkETC has something similar, and it is extremely useful when you need to pull up available resources for locations you don't manage on the corporate side typically.