Answer
Support work should be routed by business impact, affected system or process, owner, and response expectation instead of whoever happened to notice the issue first. If incidents, requests, and recurring tasks all arrive through ad hoc channels, the team loses visibility before the tool even enters the conversation.
Buyers should ask whether the platform can support triage rules, ownership, SLA or urgency views, and historical reporting that reflect how the support team actually works. The process design comes first, then the software should reinforce it.