When I started at my most recent company, I came in trying to grow our support to scale as the company grows. My first order of business was to set up a proper support tool instead of just having customers in Slack.
I spent some time with our customers and found out they loved using Slack, and I'd be doing a disservice moving to a standard ticketing platform and taking Slack away. We tried doing a manual "make tickets in a ticketing platform for each customer request in Slack," but that quickly became a burden, and we stopped.
Our CTO happened to find Unthread as an option. I did a demo and trial, then quickly fell in love. The product is excellent for tracking issues and ensuring we follow up with customers. The hardest part has been training some non-Slack users to reply in threads, but that was a fight I needed to fight anyway.
