>Personally, I’ve always found it surprising that these massive companies, worth billions, rely on third-party tools like Zendesk instead of building their own in-house ticketing systems.

Ah, yes, why do laymen always think this?

I mean, I get it, Krupp and mining towns used to be a thing, so it is possible.

But every big company should build a ticketing system? Why not an email solution, OS, network routers too?