What's an example of a support ticket that might come in? Do you have a priority matrix for support tickets? I find it helpful to rank support tasks by: * Lik

What's an example of a support ticket that might come in? Do you have a priority matrix for support tickets? I find it helpful to rank support tasks by: * Likelihood. Does this issue impact 10%, 25%, 50%, or 100% of all users? * Pain. Where does this issue rank on a scale of 1 (minor nuisance) to 4 (product usage is impossible) Adding categories about the "type" of work is also helpful. This lets you stay current on "crash" support issues while also giving you the ability to lesser-priority tasks for dedicated "localization sprints." Check out excellent article for more examples: https://lostgarden.home.blog/2008/05/20/improving-bug-triage-with-user-pain/ https://lostgarden.home.blog/2008/05/20/improving-bug-triage... For some DevOps teams, I've found that "support ticket" is equivalent to "hold someone's hand while doing ____." This happens because DevOps people tend to be jack-of-all-trades and know their way around a wide variety of systems. If you're swamped by these kinds of tasks, start collecting metrics about the types of tasks coming in and build a self-service knowledge-base. Another common way to deal with this situation is dedicate 1 person to "triage" each sprint cycle. This person's workload is expected to be 100% support/routing.