Maybe! My point about the support system is that it represents the "outside state". You don't have that person inside your organization, so that's they need a c

Maybe! My point about the support system is that it represents the "outside state". You don't have that person inside your organization, so that's they need a channel into your process. A support ticket needs to be triaged, prioritized, and executed, but that belongs in project management land. I guess the overarching idea of my philosophy is that all pieces of a company's workings need to be owned by someone. Software like issue trackers don't work because you can't replace ownership with software. You may pretend that all issues going into the system are important, but they aren't, which is how we have ended up with Github bots that go around closing "stale" issues. Thanks for reminding me about Bors. It's something we've been thinking of using.