I agree. Using an immediate channel like slack is like using gasoline to extinguish flames: the requester has an immediate response no matter how complex is the

I agree. Using an immediate channel like slack is like using gasoline to extinguish flames: the requester has an immediate response no matter how complex is the question. Also your support process lacks of accountability and this is a huge risk: sooner or later you will need to allocate resources to support and you need both an estimate and a trend. If you want to keep using slack, use it to record ans triage problems first. Then, use any channel you have to follow up and close.