You described it as a “separate system for handling questions for the development team”.
How do you propose that queue is prioritised and consumed by the development team?
How do you propose that queue is prioritised and consumed by the development team?
Yes, there are obvious issues and it requires two things to work:
1) If you actually have no clue about the product, you are respectfully told to fuck off to normal user support channel 2) If you keep misusing this for user support / slack channel, you get your access revoked.
...which are hard sells in large companies, of course—on the other hand, in BigCo I got success in getting an engineering headcount to accommodate that.