Support tools are excellent at notifying the person sitting in them all day. They are much worse at reaching the founder who checks in twice a day and needs to know when something has gone properly wrong.
Routing a narrow slice of support events to a phone gives you the escalation path a small team otherwise lacks: not every conversation, just the ones that should interrupt someone.
Useful when volume is low enough that every message deserves a look.
The event most worth interrupting for, and the one most likely to sit unread in a shared inbox.
A one-star rating is a churn signal with a name attached.
So a handover does not depend on someone remembering to send a message about it.
Each of these sends the events above. Setup is the same for all of them.