Ask HN: A better way to do customer support for small teams?

I'm a non-tech in a small team - handling everything except development (customer support, sales, PR, etc.).

When talking to customers (about issues, feature suggestion etc), it's often difficult to respond alone, need to talk with devs. I usually share the issue on Slack, discuss it with devs/PMs, draft a response, get it approved, and then share it on Intercom. This process is tedious and kinda feels like being just a message relay.

I wish I could get all CS-related noti on Slack, tag relevant team members and draft & send responses in the same thread. I have similar needs for sales-related email threads and LinkedIn conversations. Am I the only one feeling this inefficiency? How do others handle this in their startups or small teams?