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Because a shared inbox has no ownership. It works with two people who know the customers; at four it produces duplicate replies and requests nobody answered because everyone assumed somebody had.
A ticket is one customer request with an owner, a state, a clock and a full history, sitting on the customer record the whole company shares.
Requests from email, the portal, chat or the widget become tickets on the customer's record. Routing assigns an owner immediately, so there is never a period where a ticket is everybody's.
Two agents open the same customer's problem. The second sees it is already owned and being worked, with the first agent's notes visible, rather than sending a contradictory reply.
It will not close a ticket because the customer stopped replying. Silence is not resolution, and an auto-closed ticket is a customer who comes back less patient.
Flow holds the relationship and what was sold, Books whether they are in arrears, Loop what is being delivered. An escalated ticket becomes a Loop task without losing its history.
Email, the customer portal, the chat widget and the API — all onto the same record.
Yes, and they are separate unless merged.
Yes, permanently, on the customer record.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.