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Several people seeing the same mail. That is genuinely enough for a small team with low volume, and moving too early adds process nobody needs.
It is free, familiar and requires no training. Dismissing it is a vendor position rather than an honest one.
Requests missed, because nobody owns them and everyone assumes somebody else replied. Requests answered twice, because two people started at once.
And no age: the thing that has been waiting four days looks exactly like the one that arrived this morning, so nothing prioritises itself.
Small team, low volume, nothing being missed. That is a real answer, not a stopgap.
No. Email should remain the channel; the helpdesk is the record behind it.
Requests missed or answered twice — an ownership failure rather than a volume one.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.