Right now we are using FreshService in Service Desk mode but are looking to switch it to MSP mode. To my knowledge, there is MSP mode and multi account MSP mode. (I have read all FS documentation on MSP modes)

To give you some background, our company shares one instance of FS. This includes the service desk and the rest of the departments that do ticketing. We have around 300 agents and around 70 groups. We action tickets from internal and external requestors. A big thing is that a lot of groups transfer tickets back and fourth. The problem that we are facing, is that different groups/departments want to customize different things but it affects everyone on FS, unless a business rule is set. Which we have many rules in place. We would like allow the customization but also keep the ticket transfer functionality.

Any recommendations based on our situation?

MSP Mode

Important question, is that if we switch to MSP mode, will everything function the same?

I know, requesters change to contacts and departments change to companies. And that you can have multiple support portals tied to a company.

What is the advantage of switching to MSP mode?

When comparing it to SD mode, it looks like everything stays the same except you get support portals

Multi Account MSP Mode

I know with this mode, that each account is actually its own Fresh Service instance.Therefore you would need to create a brand new FS account(s)

This would help us with departments that require a lot of customization but the big question is can you transfer tickets between the different accounts?

How many different accounts can be linked at a time?

Thanks in advance.