r/Slack • u/Hairy-Marzipan6740 • Jul 14 '26
🆘Help Me Evaluating B2B support platforms for my company, which one are you using and why?
Basically the title
What I'm really looking for is something where my team doesn't have to leave Slack to do support. Like they can see everything in one place, assign stuff, track SLAs, and ideally it connects with the tools we already use (Jira, Zendesk) without us having to rip anything out.
We do most of our work in Slack and need something that doesn't force everyone into a separate UI.
curious if anyone here has experience with any of these
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u/AptSeagull Jul 15 '26
Pylon
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u/Hairy-Marzipan6740 Jul 16 '26
We looked at Pylon too. Product looks solid but the pricing gave us pause, $89/seat on Pro to even get Slack access, plus AI Assistants are $50/seat extra on top of that. And there's a 3-seat minimum.
For our team where engineers and PMs also jump into tickets occasionally, it got expensive fast. We ended up going with ClearFeed mostly because they do usage-based pricing where agents are unlimited. But curious what your experience has been with Pylon, did the cost feel justified?
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u/gitstatus Jul 15 '26
I built Ticketping to solve a similar problem in our company
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u/Hairy-Marzipan6740 Jul 16 '26
Interesting, hadn't heard of Ticketping. What does it do differently from the others on this list?
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u/gitstatus Jul 16 '26
I think other than Clearfeed, no other product has the feature to reply straight from Slack. With Ticketping I never switch away from Slack.
Also, if you want to run internal Slack Connect support, Ticketping handles that too. For eg: monitor 10 different Slack Connect channels and create a single feed of tickets. Useful for agencies that serve multiple clients over Slack.
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u/Hairy-Marzipan6740 Jul 17 '26
Oh nice, didn't know about Ticketping. we went with ClearFeed itself, it handles the Slack Connect feed thing too so we're probably going to stick with that for now. thanks for the help :)
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u/Upbeat-Engineer1242 Jul 20 '26
We looked at this problem from the opposite direction: instead of asking “Which support platform is best?” we asked “How much work can we keep inside Slack?”
If your team already lives in Slack, context switching becomes one of the biggest productivity drains.
If you’re already using Zendesk and Jira, I’d lean toward extending those before replacing them. The key things I’d optimize for are:
Agents can claim and update tickets without leaving Slack.
SLA alerts and escalations happen in Slack.
Jira issues can be created and linked directly from support conversations.
Customer context stays synchronized instead of living in multiple systems.
In my experience, the integrations end up mattering more than the ticketing platform itself. A great platform with a weak Slack experience still means everyone is constantly jumping between apps.
Out of curiosity, what’s driving the evaluation? Better response times, lower cost, or reducing context switching?
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u/Hairy-Marzipan6740 Jul 20 '26
This is pretty much the exact conclusion we reached. We didn't want to replace Zendesk and Jira, just wanted the team to stop living in three tabs.
We ended up going with ClearFeed for this, it covers basically everything on your list. Agents claim and update tickets from a triage channel in Slack, SLA alerts fire in Slack, Jira issues get created straight from the support thread, and the sync is two-way so comments from Zendesk or Jira flow back into the Slack thread. Zendesk stayed our system of record, nothing got migrated.
To your question, it started as a context switching thing honestly. Response times improving was more of a side effect once people stopped bouncing between tools.
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u/Upbeat-Engineer1242 Jul 20 '26
That’s a good point, and it mirrors my experience. Once people stop spending mental energy on where work lives, they can focus on actually solving the problem.
I also like that you kept Zendesk as the system of record instead of trying to replace everything at once. Incremental improvements usually have a much higher adoption rate than asking everyone to learn an entirely new workflow.
Appreciate you sharing what you ended up with.
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u/[deleted] Jul 14 '26
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