When the app aims to provide direct customer support to clients through shared channels in Slack Connect Support for channels shared externally via Slack Connect should be included when the app is designed to provide customer support directly to clients. This enables effective and direct communication with clients in a shared channel environment, enhancing the overall customer support experience.
Why not the other options:
*If the app is mainly used for internal purposes, adding support for external shared channels is not necessary.
*Dealing with confidential internal support tickets in an externally shared environment could lead to security and privacy concerns.
*If the app's scope is limited to internal queries, supporting external channels would not align with its primary functionality.