[treis]

I think end customer support is the wrong audience for this. Few of them are going to have a pre-existing Slack relationship with your company and you don't really want to make them jump through hoops to get support. Think the better target is internal teams supporting other internal teams. The "Hi [team X], I'm trying to foo the bar..." stuff you get in your public team channel.

[treis]

Also, the problem I think we all have with Slack is picking the important messages out of the deluge. I've been mulling a sort of SLA/prioritization tool for Slack messages. Something where you could set SLAs like "If my skip level manager DMs me I want to respond in 5 minutes" and do the Pagertree sort of escalation until I respond.

You can apply this to channels and do more intelligent notifications than Slack does. Like if a Director or higher posts in your team's public channel then kick off the Pagertree notification. Or if a post has gotten 10+ replies in 5 minutes.

Can't tell you how many times I've been late on important messages because Slack's notifications are coarse and terrible.

[bachonk]

Yeah that totally makes sense. I used to work at a big tech co where we had a Slack channel for internal users of our product, and it was hard to keep up.

Kind of an interesting idea to use different SLAs depending on the role of the user who posts. Or maybe exclude people who you know won't add anything to the conversation.

[mrmanner]

We have customers at work who would happily pay a large sum of money to move support from ticket system/email/whatever to a shared Slack channel :)