The ticket approval option - we need to be able to select external users (Contacts) for approvals. Sometimes we are working with an end user and their boss needs to approve a purchase. For example, working with a cashier on a broken cash register and we need to replace the register so we must get approval from the store manager or owner of the company. I don't know a way around this right now that keeps everything neatly in the approvals tab. Freshservice allows us to do this.