[barrkel]

By all means make e.g. Zendesk tickets available on a Slack channel, so people can dip their toes in and see how things are looking.

Don't spam everyone with every support email. You need a ticketing system at least to coordinate work, and prioritization and assignment to get workflow. Don't spam everyone with new tickets in the ticketing system either.

Having a rota of developers who either work directly with support, or on diagnosing and addressing issues that have come from support, is also a good idea I think. Problem areas will filter through from this.

Having all developers always interruptible by support will just slow things down. Interruptions from support often blow away half a day or more worth of development time, from context switching, checking out specific branches etc.