Route one support email address into the desk and define a small number of ticket categories. Create a few reusable responses, check the customer portal, and agree which agent owns a ticket when several people can see it.
After any introductory trial ends, verify the workflow in the free edition. Three agents can work together, but multi-department structures and advanced capabilities require paid plans. Review unresolved tickets regularly and keep escalation responsibilities simple enough for the available feature set.
