Overview

Slack is a team communication platform increasingly used for B2B customer support via Slack Connect and helpdesk integrations.

What it covers

Positioning for support - not a helpdesk but increasingly used as customer support channel, especially for B2B. Slack Connect: allows shared channels with external organizations (customers), enabling support in customer’s Slack workspace. Support workflows: helpdesk integrations (Zendesk, Freshdesk, Intercom, Halp, Pylon) allow managing tickets from Slack. Internal support: IT and HR teams commonly use Slack for internal support requests.

Pricing

Free (limited), Pro $8.75/user/month, Business+ $15, Enterprise Grid custom.

Target audience

B2B companies with tech-savvy customers expecting Slack-based support. Compare to Microsoft Teams (alternative), dedicated helpdesks.

Pros

Where B2B customers already work, reduced friction, real-time communication.

Cons

Not designed for support (requires tooling), can create informal support expectations, limited for non-Slack customers.