Support Crew: whether to assign tickets just before several days off

Problem

Even with the newly-increased attention on 100% assignment, there are likely to be questions about what exceptions exist. One of those questions is:

What should SEs do regarding assignment when they have a Crew day just a day or two in advance of several days of vacation?

On the one hand, sending a good quality first response and leaving the ticket in the unassigned queue makes it clear that an owner is needed. It may also keep the ticket more visible, making it more likely that another person will assign the ticket. But, with no owner there's no ownership, and so it may take longer than desired to get an owner for the ticket and so to have the work with the customer continue.

On the other hand, taking assignment means the SE can work with the customer right up till their vacation begins, and can provide a smooth transfer to another SE. But, it can be very difficult to find new owners for tickets, and having to do that for the Crew-day tickets will only add to the burden the SE already has for solving or transferring their existing tickets.

Request

Lee to discuss the problem with other managers, SEs, etc., and to update the handbook with clear guidance.