For B2B companies, Slack Connect channels often become the fastest way a customer reaches the team: their engineers ask in a channel they already have open, and someone on your side answers. That speed is the appeal.
The catch is that Slack is built for conversation, not for tracking requests. In a shared channel there is no owner, no status and no record of how long a customer waited, and busy channels bury messages. Teams that run support in Slack Connect usually add a rota, a support inbox that turns each customer message into a tracked thread, or both. See how to run customer support in Slack Connect.