Recently I've been working with a team responsible for triage. Though initially a medical terms, it explains quite well with what the team was doing - reviewing requests coming from customers and identifying whether issues reported are expected behavior, bugs or feature requests and how important they are
Bright individuals were working in this team, great developers and testers. But let's be honest, triage can be boring, especially, for prolonged periods of time. It's not that we don't care about our customers' requests, it's just we'd love to work on something more engaging and challenging.
At the same time we can't abandon triage completely - customers will be customers with requests. But how do we keep triage going fast and give everyone on the team an opportunity to shine?
Professional Scrum Master II