I don't know for your work environment, the last few companies I've worked for had a decent portion of their budget allocated to SaaS, from our ticketing system

I don't know for your work environment, the last few companies I've worked for had a decent portion of their budget allocated to SaaS, from our ticketing system, customer support platform, marketing tools, BI, up to the hosting of our prod environment (and yes, they were also paying for Slack, and will probably continue doing so) I see this as the same philosophy as leasing computers or company cars, relying on third party delivery companies to ship your goods etc. It's a business choice, and solving some of your problems with money is usually a valid strategy. When it stops making sense you reevaluate your options, check competitors etc. PS: on pasting Slack text into tickets...it's really not optimal. If you really want the info in the ticket, spend the time to write a clear summary and still link to the original discussion. Formatting gets lost, or you're sticking screenshots of whole threads which is still horrible. To note, our ticketing system is basically a fancy reminder/todo list and we're not SCRUM, if that gives more perspective into why time spent writing detailed tickets hasn't a stellar ROI.