It's a balance. At some point, a channel should be created for the issue (if long lived) or Slack conversations transplanted onto a ticket. On the other hand,

It's a balance. At some point, a channel should be created for the issue (if long lived) or Slack conversations transplanted onto a ticket. On the other hand, I've had an equal number of times where ticket formalism led to a misunderstanding, someone on another team taking an incorrect action, and a couple weeks to get resolved. Work that could have been saved with 10 minutes of direct communication. Or the dreaded hot potato ticket that out of misunderstanding / laziness gets reassigned to different teams, until a week passes without any actual work done. So, I guess the optimal solution is to know what each tool is good and bad at, and let those guide actions and policies.