Board Thread:General Discussion/@comment-1678571-20191125095513/@comment-366087-20191125220642

Actually, when Staff comes into the offices, what most of them do first is to start helping to bring the number of Support Tickets under control. Sometimes message walls are not read for *hours*. S:C generates tickets which are automatically tracked and will routinely ping back with reminders whereas walls can be read and then for whatev reason, unintentionally forgotten.

Support tickets go to any Staff which are on skeleton duty. So unless involving an issue covered by a *specific* team or department, they get passed to those on duty.

So in most cases, Special:Contact is the faster and better option than a wall of someone who *might* be the best person to deal with it even if they are not in meetings or special projects most of their day.