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It happens all the time. Say that Adam handles technical support for some of your best customers, but he's out with pneumonia, or some other serious illness. He
by zlynx 9y ago
It happens all the time. Say that Adam handles technical support for some of your best customers, but he's out with pneumonia, or some other serious illness. He's not going to be responding to that urgent request for help with a new API feature, so you need to assign his inbox to Brian.
Yes, if Adam had notice he was going to be out there'd be a controlled handoff, but that didn't happen, so you have to just open up his email and move onwards.
- viridian 9y agoI have never in my life seen this happen. Typically we use mailing distributions where I work to avoid this issue. We also can only respond to clients using specific email addresses, like the one tied to the mailbox that multiple people have access to.
- s73ver_ 9y agoI have never seen this happen. We use ticket databases instead, so we don't have to go into someone's mailbox.
- vidarh 9y agoIf that's happening "all the time" it's a sign that you should use a proper support system, then.
- PeachPlum 9y agoSeemingly the people around us on HN have never worked anywhere but Utopia Inc. IT Services.