- How many failures per day do you experience?
- How long do you need to retain records?
- What's the lifecycle of a failure? How does it get recorded, who investigates/triages, who responds?
- What are your custom scripts doing? Importing/exporting tickets?
- SSO, audit, compliance needs?
- You said JIRA was slow and limited. Is that just the UI or is creating/managing tickets too cumbersome? (Or yes to both X-D)
- What specifically broke with Google Sheets? Not enough rows/too slow?
You may well be looking at custom software since a lot of the apps that come to mind are either focused on aggregation (Datadog, etc) or high-touch tickets e.g. product development or customer support.