Lost Garden is a blog by a game designer on game economies, productivity, bug triage and design for social play.
HN commenters link it for its productivity presentation, its bug triage approach based on user pain, and free game graphics.
What's an example of a support ticket that might come in? Do you have a priority matrix for support tickets?
I find it helpful to rank support tasks by:
* Likelihood. Does this issue impact 10%, 25%, 50%, or 100% of all users?
* Pain. Where does this issue rank on a scale of 1 (minor nuisance) to 4 (product usage is impossible)
Adding categories about the "type" of work is also helpful. This lets you stay current on "crash" support issues while also giving you the ability to lesser-priority tasks for dedicated "localization sprints."
Check out excellent article for more examples:
https://lostgarden.home.blog/2008/05/20/improving-bug-triage-with-user-pain/
For some DevOps teams, I've found that "support ticket" is equivalent to "hold someone's hand while doing ____." This happens because DevOps people tend to be jack-of-all-trades and know their way around a wide variety of systems. If you're swamped by these kinds of tasks, start collecting metrics about the types of tasks coming in and build a self-service knowledge-base. Another common way to deal with this situation is dedicate 1 person to "triage" each sprint cycle. This person's workload is expected to be 100% support/routing.
I do agree... but I'm a FTE in that's been in my current position for 7 years. I'm not worrying about which way the burn down charts go (and sigh when the estimation is removed - well, at least it's in the history).
I occasionally think about how to implement PEF/REV ( https://www.fincher.org/tips/General/SoftwareDevelopment/BugTracking.shtml - though https://lostgarden.home.blog/2008/05/20/improving-bug-triage-with-user-pain/ is another approach) in Jira (long ago, I was part way through implementing it as a plugin in Redline).
The issues that I've had is that as long as there is someone else that is doing the maintenance or support, or the tenure of the developer is closer to the job hopping average - technical debt is ignored at nearly every level.
I think it's worth asking how much more time spent equals more productivity. For me, that's only true for very short periods. I find I'm way more productive for the long haul if I'm getting plenty of sleep.
The thing that convinced me to try was this presentation from game developers on the limits of crunch time: https://lostgarden.home.blog/2008/09/28/rules-of-productivity-presentation/
OpenTyrian is ported from the original Tyrian code and the original assets have been made freely available, the original graphics artist even made a remastered version of the tileset [1]
[1] https://lostgarden.home.blog/2007/04/05/free-game-graphics-tyrian-ships-and-tiles/
https://ericdodds.com/research-and-the-realities-of-time-worked/
https://lostgarden.home.blog/2008/09/28/rules-of-productivity-presentation/
Might be good to start here.