[andreicon]

if you're emailing [e-mail] and it ends up in a shared mailbox, then it isn't allocated to your account like it is when you're using the ticketing system.

when using a ticketing system a unique mailbox is created for the issue, only the agent that was allocated to the issue has access to data.

[edf13]

A ticketing system can collect messages from a mailbox, I don't see what the problem is... support@ should be for support = simple as that. It shouldn't be a shared mailbox that the whole company can access - that is my point.

I've several contract with many different suppliers, hosted ticking systems myself and never had this issue (And yes - dealing with the dreaded GDPR myself now too).