Queries related to the functioning and scope of operation of the tool:

[SwainsteigerSJSU]

1. Once the issue/ticket has been raised, how can the user keep track of it? Does the tool help the user to follow up with responsible parties?

2. How and where will the data be stored? Will it be stored on Slack itself or will it be stored in a separate database?

3. Due to lack of examples in the abstract , it is unclear if the user posts the issue as a message in one of the channels, say “support channel” or is it going to be a direct message to a “support chatbot”? In my opinion the chatbot is the better option because if it is going to be a channel message, everyone part of the channel will be able to view it and in some cases that might violate the confidentiality of client data. A minimum of 2 chatbots should be provided by the tool, one for company/organization level which handles general issues related to IT support, facilities, transport, housekeeping ,HR etc and the second one for client account level issues that can be dealt by the people who have the right access and thus maintaining data confidentiality.