As the support team grows, it is easy to lose customer requests without a ticket system. We encountered the fact that requests were confused, left unanswered or duplicated, which reduced the level of service. Implementing a ticket system solved the problem: all requests are now registered, prioritized and time-controlled. This increased the response speed and quality of service. I recommend reading the material at https://ecommercefastlane.com/top-tools-for-global-customer-support-team-management/ , which describes in detail the best solutions and implementation tips. Such a tool is the basis for scaling support.