How did you know it was time to outsource customer support? I will not promote

We are a SaaS company with around 50 people and growing pretty quickly and customer support is starting to take up more of the team time.i am trying to figure out when it actually makes sense to outsource support instead of continuing to hire internally. I have been looking at a few CX outsourcing providers and came across atidiv which also handles things like data and analytics. For founders who have outsourced support what was the point where you decided it was worth doing? Was it ticket volume, hiring challenges, support coverage or simply wanting the internal team to focus on other areas?Would also be interested to hear whether outsourcing worked better for you than building the support function inhouse.