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.

In a previous job I was before we were pretty clear about our channels, and WE (3 people) were the Service Desk.

But after that I worked in a specific area of the IT of a multinational DIY stores chain and what a fucking mess.

Ah, the digital Neighbor to: You can stand by my desk but no ticket no help

Not going to let people cut in line in front of the people who do follow the procedures correctly.