When you work in a real support environment you know about a backlog. The art of being so far behind you have a list or several lists to keep track of how old problems are. We use a ticketing system to track all outstanding issues. Each support request is considered a ticket. A ticket goes into a Queue. A queue is like requests such as all helpdesk tickets go in one queue. All production tickets go into one queue. You get the picture.
Yesterday at one point we had over 35+ open tickets between 4 people. Not sure if that is a record for us, but it was busy. Monday’s are like that.
The problem with the system is people. People are supposed to input requests into the system and we will prioritize it, and then put it in queue. Well people think they will get faster response if they go over to us and say “i have so and so problem”. It doesn’t work very often, but people still do it. Then we get the people who come over and are like “i put a ticket in 2 seconds ago but want to see when you would work on it, or here is more information than I wrote in my 2 line request.” Come on people, you are not going to get faster help if you bother us.