Good software is written like this. Joe could not be more sharp on that. I did the exact same thing at my current company. I created a ticket system integrated in Slack where employees can quickly open a new issue and put a tag on it. A ticket is created in HelpScout where out IT support team follow up. Works 100% of the time and had zero downtime so far (around 2 years on production). No need for new features. It just works.