Not a silly ask. I’ve seen B2B Success Teams be very successful setting up a private channel for clients and using Atlassian Assist.

This feature isn’t marketed by Atlassian. It Jira Service Desk provides the “backend” to the support experience, providing private comments, threads, the ability to merge multiple conversations that pop up in Slack, and link up support requests to active development in Jira.

The only downside is I believe JSM is limited to 5000 external users. Not a huge issue for B2B Success. Considering a external user is only created when a support request via the :ticket: emoji is used.