Ian, I know quite a few groups that have Zendesk or Pivotal tools plugged into Slack. Slack is where see across bug tracking and help tickets (can even submit tickets from Slack) to see what is open or needed. Often the conversations or related materials linked to in Slack provide solutions for resolution related to bugs and help tickets. I know some using Trello for bug tracking, which also has an easy integration in to Slack (Trello can get a bit overloaded if not careful). It all seems to depend on the scale and scope of needs as to what to look at to pair with Slack.