When things get busy, it is common to pull in help from across the organization. Product managers, engineers, and other teams may jump in to clear tickets.
This can provide short-term relief, but it often creates long-term issues.
People outside of support may not follow the same processes or standards. This leads to inconsistent responses and can create more work later if issues are not handled properly.
It also masks the real problem. If the team constantly relies on outside help, the underlying capacity or structural issue is not being addressed.
Support should be able to handle its workload within its own structure. Temporary help is fine, but it should not become the plan.