In case it’s useful as a reference, in 2018 @HAWK published an earlier article on the same subject. I find both of these articles very inspiring!
I have a few little questions about differences between what you each emphasized. Are you all still using the Discourse Assign plugin to manage task assignments? Do you still use topic timers to help manage topic status once tasks are complete? Are you still using Discourse as a private email support portal? If you’ve moved away from these strategies, would you be willing to sketch your reasoning?