Custom help desk organization.
By creating separate departments within your help desk, you can ensure that the entire customer service effort is organized into manageable sections. Create different departments for product types, subscription levels, or whatever works for your organization. That way, any surge in a particular kind of tickets doesn't bring the whole service operation down.
One size doesn't fit all.
Each department can customize their help desk with a dedicated team, specific SLAs, a particular set of channels, and more. So each of your departments can work in a way that makes it more efficient individually, rather than to have forceful standardization across the board.