[rekoros]

Great question!

Here is how I think about it - by doing support through Slack, you're pushing your users to another tool to get support, away from your own product :)

We'd like to make it really easy to fuse a team dashboard (e.g. Twilio Flex) with team support experience, so your users would get the same level of care they get with Slack (possibly better - because instead of a single shared channel, they have what essentially is an entire shared workspace), but without having to also sign into Slack and locate the support channel.

That said, I do wonder how much pushback we'll see because end customers simply love getting support in Slack instead of inside the vendor's product.