We have seen many of these challenges over the years and set out to build something to help manage your team's incoming requests — directly in Slack. We find it's most used for internal assistance (one team supporting many) or as a way for B2B companies to provide support to their top customers.
The goal is to help your team be available and responsive without compromising productivity. To achieve this, incoming requests to a particular team are collected in a "feed" channel. The notifications ping specific people on rotation or on a sequence (according to rules) until claimed, the conversations are explicitly resolved with a "closed" action. We provide assistance for things like inserting knowledge base and template responses, and tagging the conversation. Integrations via Zapier mean a conversation can easily turn into an Asana task, Github issue, etc.
If you're struggling to manage the chaos, give it a shot and see whether it helps.
The goal is to help your team be available and responsive without compromising productivity. To achieve this, incoming requests to a particular team are collected in a "feed" channel. The notifications ping specific people on rotation or on a sequence (according to rules) until claimed, the conversations are explicitly resolved with a "closed" action. We provide assistance for things like inserting knowledge base and template responses, and tagging the conversation. Integrations via Zapier mean a conversation can easily turn into an Asana task, Github issue, etc.
If you're struggling to manage the chaos, give it a shot and see whether it helps.
http://frame.ai/beta/