Which will lead to the senior colleagues being swamped by questions that a junior could have answered.
Ticket or bust. That way the question can go the proper way from cheap junior supporters to expensive senior ones (if necessary). It can be prioritized, subject to an SLA like time to first answer or time to solution. And the whole ticket can be searched and reused as documentation for identical/similar questions.
Ticket or bust. That way the question can go the proper way from cheap junior supporters to expensive senior ones (if necessary). It can be prioritized, subject to an SLA like time to first answer or time to solution. And the whole ticket can be searched and reused as documentation for identical/similar questions.