I’m biased when it comes to overworked and understaffed support teams, so when I received an email from support today informing me that they are sorry for the delay in my ticket, but the plain fact of the matter was that they were behind with their workload and trying to catch up, I smiled.
This doesn’t mean I find it acceptable to wait this long for a response but it does mean, I have respect for the honest response and a support person who isn’t trying to spin me a line, I’d much rather hear straight forward truthful answers, rather than stories about someone’s dog eating their homework.
Well done support team, now get back to work!