Introducing Freshworks ticketing system for Accounts Payable – implementation advice

Hello!

We are bringing in Freshworks to replace Outlook as our customer service point of contact.

We have not used this kind of system for so we don't know what we are missing. Anyone that has used Freshworks or similar, are there any tools that they are capable of that don't come with the default model you get?

Thank you for all of the help!