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It's rubbish... they obv can't handle data correctly or securely.

If an email ticket ends up in the wrong account why would you trust them with your hosting business?

if you're emailing support@myhostingcompany.com and it ends up in a shared mailbox, then it isn't allocated to your account like it is when you're using the ticketing system.

when using a ticketing system a unique mailbox is created for the issue, only the agent that was allocated to the issue has access to data.

A ticketing system can collect messages from a mailbox, I don't see what the problem is... support@ should be for support = simple as that. It shouldn't be a shared mailbox that the whole company can access - that is my point.

I've several contract with many different suppliers, hosted ticking systems myself and never had this issue (And yes - dealing with the dreaded GDPR myself now too).

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