Documentation: when you need it, it doesn't exist. When you're best equipped to create it, you don't have time to. When you do have time to create it, you've already forgotten what should be in it.
Folks just don't realize that deleting their own posts in an effort to mitigate their poor standing in our system is the equivalent of being caught in a spider web and struggling harder, thereby getting yourself further immobilized by sticky thread.
A benefit of having dedicated team@ folks that we didn't anticipate (or at least I didn't): having the same eyes on the tickets week to week means we can be quicker to pick up on recurring themes. It's harder to do that when each person only looks at a week or so's worth of tickets.
