PTO has to be used for Sick time off. In my past jobs sick time was separate, and in some cases there was no limit to sick time off, and it was paid time.
There is no CRM for Support to record and track cases. That's always been the main tool in every other support job I've worked. Without it, it's easier to lose track of long-term cases, and there's no way to determine what the msin types of cases are so Dev can work on addressing the ones that take most of our time,
Remote workers can feel isolated.