In our free PHP ticket system open source, discussions with customers were spread throughout multiple inboxes, from Skype to email, to live chat. Silos existed and also this made it hard to have customer context and also aid our customer's vital demands.
These conversations were captured in an open-source assistance work desk-- that we developed! It was not working well and also is required to transform.
We were missing out on client history and our metrics wasn't a useful leading tool.