It's a channel for every "conversation", not tweet. The benefit here is that you can keep talking to someone without asking them to email support@company.com.
There is usually a window of open channels -- 15 or 40, say, that remain active in parallel. Oldest channels outside the window get auto-archived. You can also favorite directly from Slack with "-sameroom <3".
That is one way of thinking about the world. Another way is to consider all software as support software. The machines are supposed to be there to help us.
There are countless players offering transactional support systems, and just like every other Big Software Vertical, the industry is still re-aligning around "Web 2.0". Desk's primary market distinction is that Salesforce owns them. (That's a huge selling point in the enterprise, but not necessarily interesting to the HN crowd.)
The grandparent post is describing a workflow for more conversational customer interactions. The industry term-of-art for this is something like multi-channel support, but Slack's Big Philosophy is to just be more playful. The "proper software" to use is the software that gets stuff done.
There is usually a window of open channels -- 15 or 40, say, that remain active in parallel. Oldest channels outside the window get auto-archived. You can also favorite directly from Slack with "-sameroom <3".
Only those people who are "on call" will actually see the channels (for details, see https://docs.google.com/document/d/1Cg7LQOVZbkm8tmUyc_yJsp8e...)