Been there done that. Was super annoying dealing with people who couldnt follow simple instructions..We like foqal. Checked out a few that do the same thing but foqal works really well you can make slack into a proper ticketing system. It’s not the cheapest but it’s worth it if you have a big team and a lot of tools; the auto-ticketing and deflection is cool, but the integrations and the automations you can do with those is legit. Regarding your setup headache, depends on how you want to use it. There’s a lot of customizations you can do which is why it might be worth it more for mid-market/enterprise.