It's implicit but clear from the article they have thought about this. There's an owner responsible for triage and communication on the incoming reports, and so

It's implicit but clear from the article they have thought about this. There's an owner responsible for triage and communication on the incoming reports, and somebody responsible for bugfixing, presumably they have some roster where after so many days they switch duty. This limits the context switching to only one (or two) persons at a time. It also sounds they are trying to make everything work in office hours, so when a bug comes in friday afternoon it'll get fixed on monday. From the article it sounds like a completely different game than what you mention, which I also experienced at times.