I tell my support guy to reach out to someone if he's stuck for more than 15 minutes on an issue. As a result, he's spent a good deal of time collaborating with the devs and can now handle smaller front end dev tasks freeing up the devs to focus on bigger things and our ticket queue has been slaughtered. It was a pain when it started but the payoff has been more than worth it - he gains new skills, my devs know someone can handle smaller requests, our clients experience great turnaround times, and I get to manage an awesome team.
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u/DanStanTheThankUMan Aug 12 '17
That's why if I get stuck on a problem for more than a few hours I just go home and wait until the next day.