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Vent: our CS team's shared inbox beat our $2k/mo ticketing tool and I'm still annoyed about it
Six months back our ops lead finally let us A/B the support side of things, half the accounts on the fancy ticketing platform with the automations and the macros, half routed through a plain shared inbox with three saved replies and a Google Sheet. I expected the paid tool to crush it. Instead the shared inbox group closed tickets about twice as fast that whole trial, and when I dug into why it wasn't some clever feature, it was that people could just read the whole thread in one glance and reply like a human instead of hunting for the right tag and queue status. The tool group spent so much time keeping the system tidy that the actual customer question sat there for hours. We pay around $1,900 a month for licenses and nobody wants to hear that the spreadsheet did the job better. Now I'm stuck arguing that we should keep the tool but strip out half the rules. Has anyone here convinced a team to use less of a platform they already bought, or did you just eat the cost and move back to email?
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