Yeah, channel management is super important. It's useful to have a full featured chat client that can integrate into other systems, but it's important to know what the limitations are. We use Slack for internal chat only (no customers) and it works pretty well for our use case but with all the integrations available it could easily get out of hand if we let more people manage it.
IMHO, you need to know how to admin a good slack workplace. Properly setup workflows, bots and plugins can proactively funnel a lot of people toward the correct intake and resolution systems. You also need to train people on best practices, and revisit that training so bad habits don’t set in.
Training + automation are kind of required to make any communication platform effective.
"I am very busy and have my work day planned to work efficiently, so I won't be handling your request immediately. This means things can slip through cracks if there is no ticked describing the task created - create one if what you are asking for is of any importance."
Followed by not doing anything that doesn't have a ticket and didn't come directly from people you report to.
Also I have notifications disabled and only check slack between tasks or if I take a breather from a task - on average 4-5 times a day. I also check email as the first and last thing in a workday only
Uhm... Have you considered that slack has cat picture plugins?
And meme plugins, and 30 other plugins that look for keywords then spam gifs for what you assume can only be an in joke before your time?
Oh, and one of the plugins actually creates tickets from chat, but jira is down and the guy who maintains it is busy writing a panda facts plug-in. So now it just vomits out an error message so everyone avoids the words "ticket", "issue", and "status"
