How you handle BAU vs project work in small teams


Hi, I would like to get a sense of how small to medium teams handle BAU work vs project work from the experience of people on this subreddit. This is in relation to smaller teams where the members fill multiple roles and there is not dedicated people/team to look at the queues everyday.

I know of places where everyone on the team has to spend the first x hours of the day attending to queues, or where everyone has to do x amount of tickets everyday. On the other hand there are teams which just l…

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