Our goal with FreshDesk was to move from email into a more robust load balanced support system. To date, we have been very successful and FreshDesk has helped us become more efficient.
One of the features we used in email was a prolific use of Tags to assign tickets into virtually hundreds of different statuses or types. While we can do this with the fields in FreshDesk this would overcomplicate the ticketing process so we still use tags.
The one feature our users miss the most is the ability to color code their tags. The color coding offered an instant visual dashboard in the list view. As an example look at Gmail and add some tags with custom colors.
Custom colored tags along with the colors shown in "State" would be very helpful.
The reason for the different shapes would be to differentiate a "State" from a "Tag".
