> As of right now, I end up with discussions spread across email, SMS, phone, and an issue tracking system (Redmine). That's likely going to stay that way, be

> As of right now, I end up with discussions spread across email, SMS, phone, and an issue tracking system (Redmine). That's likely going to stay that way, because there are people on both ends, not machines. They'll write an FB messenger note about "coming with us to lunch?, oh, btw, we found an interesting bug in xyz, you really need to frobnicate the belzebubs"; And then they'll send you an SMS while driving (because their in-car system is older), "oh, and the original fix doesn't fix the bug". This is a people problem, not a technical problem. It takes discipline, but at an old job I simply refused to respond to anything that wasn't filed in Jitterbug (ultra-low-ceremony issue tracking from the Samba project). And as a result, all was tracked properly. Now that people have phones that take pictures and whatsapp, they take screenshots and send them to me, and I have no better workflow to offer, so I do accept those issues as well. I suspect no piece of infrastructure will be the ultimate thing. What you described above will likely make a difference only if it can only receive SMS, WhatsApp, FB Messenger, and somehow do it without requiring your users to call/message/email a different address.