Agreed, just sent an email about this. It’s absolutely bonkers and will self-nuke the whole hub if this is the way they proceed. We have about 20-40 people answering tickets, and an additional 20-40 people who will need to check the tickets. If all of those people will need seats, its a nobrainer to switch back to a native support solution. All the pros: cheaper and more integrated will dissapear. Just a slap in the face to those people who have been spaghetti workflowing their way around the service hub before this.
They should focus on actually giving the Service Hub value, which it has been lacking severely. If they require a seat to answer a ticket it will never get adopted.