any suggestions? Slack/Zapier app/workflow

Hey guys, I'm trying to build a prototype where customers send requests from a form and these requests are then published in a slack team. The ideal scenario I want is for the notification on slack to be minimal and people in slack would "claim" a request and then would get all the info (like contact info from the customer and so on).

So, basically this workflow:

• Customer fills a form with a request
• summary of the request is posted in a slack channel
• "support" people or my guys claim a request
• all the details of the request are sent to the person who claimed it via DM

I was trying to do this with Zapier and Forms but I believe there might be better apps to do that in slack. Has anybody ever tried a similar workflow and could advise some apps/bots for that?

Thanks!