Quote from: captainfuture on January 02, 2014, 07:04:40 AM

Quote from: silverserpent on January 02, 2014, 07:03:25 AM

any idea what ticket # they're on/recently addressed? do they process in sequence?

we process them sorted to a specific problem. like all TFA etc...

right now i am waiting for sysop to arrive and see what happened and why the site is frozen.

Take it from someone who answers support tickets for a living and has for nearly a decade: this is the most ass-backwards way of working. You're shuffling around issues while never getting to others because there will always be a new specific problem that supersedes whatever you wanted to get to next. Work them in the order received and when you notice patterns. flag all of those to process at the same time, i.e. a cron to fix TFAs, rather scrambling to find all of the tickets for the same issue and work on those in a batch. You're leaving a lot of other tickets (and work types) open and will likely never get to them if you continue working this way.

After nearly a decade of working for web hosting companies, you learn to treat every ticket with the same priority, save for outages, etc.