Why do support requests get left with a single contact?

I understand how ticketing systems work, but it sucks when I get a single response from the assignee in 2 days with no solution, just asking questions that I gave an answer to in my original email.

Why can’t support staff who are currently on shift pick up a ticket if the assignee is off… this is insanity, the IDE is broken for me and without the IDE this device is useless.

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