I wonder if the author discussed this with his support team? The reason my company charges for SSO is then increased support cost.

If everyone used Okta, no problem. But then you get an Enterpise customer who’s using their own home grown SSO solution an we get to spend weeks debugging login issues.

Most sites have a preset for the major identity providers, Okta, Microsoft, OneLogin, etc. The ones who want to be nice will also have a generic "SAML" option allowing connections to just about anything - but that's when the home grown solution pain shows up.

But you can support just 5ish SAML IDP's and get a large majority of the market and have effectively no ongoing support issues because its really well known (and well documented) how to set them up.

I sit next to our support "team" pretty frequently :)

We've had a couple painful SSO integrations (when they were home-grown, as you correctly point out), but we've pretty much got the rough edges sanded down now. I don't think we've had a tough one in a while.

It helped to publish some short docs on it: https://tuple.app/sso_setup

I think you’re joking, but let’s be honest, that’s exactly what’s going to happen.

and that is exactly when slack will die and something else will come in to take its place. an endless cycle

I saw Salesforce buy/eat Demandware. It's called Salesforce Commerce Cloud now. I bet something similar will happen to Slack.

I saw it too, and IMO the ecosystem is better than ever now. It took a few years of stagnation for SF to really dig their hooks in, but everything is nice and integrated now.

Slackforce

You wouldn’t with only 35 people. Wait until you hit 350.

Probably those 350 people will be divided in teams, and those teams will have separate channels, right?

I run a support department for a SaaS product and we’re lean. Everything is fine unless someone is sick or wants to take vacation. Of course hiring another person is never the answer according to the budget gods.

> Everything is fine unless someone is sick or wants to take vacation.

That doesn't sound "fine" to me. People get sick. Vacations are necessities.

I'm in that position right now and it's massively contributing to burnout.

I left a scene like that, and people I love dearly to avoid burnout.

Ended up with some. Am healing. Will be OK.

A decade ago many asked, "where is the new blood?" Could see it coming. Right now, people aging and burning out are super expensive to replace. In some ways they can't be.

I consider failure to manage this kind of debt severe. When it comes due, it is brutal.

Support does not (directly) make money, so it is doomed to be seen as a drain. I’ve fought the same battle at every company I’ve worked at, and I’m starting to think it is hopeless.