[irae]

It really depends on what you are doing. Even though I have a similar setup, we are still outsourcing customer support with a third party for now. But when you do need the data from emails, I would expect this solution to be a better choice.

Fiddling with outsourced APIs has a lock-in factor as well as not guaranteeing time-save if you don't have someone on the team already familiar with the third party product. I've certainly burned myself excessive outsourcing as well.