# Managing Unplanned and Support Tasks

DevFeed: [Managing Unplanned and Support Tasks](<https://devfeed.tech/articles/managing-unplanned-and-support-tasks-2079.md>)

Original publisher: [Read original article](<https://developers.soundcloud.com/blog//managing-unplanned-and-support-tasks>)

Published: 2018-03-26T00:00:00Z

Content type: article

Language: en

Sources: [SoundCloud Backstage Blog](<https://devfeed.tech/sources/soundcloud-backstage-blog.md>)

Topics: [Process](<https://devfeed.tech/topics/process.md>), [Automation](<https://devfeed.tech/topics/automation.md>), [systems](<https://devfeed.tech/topics/systems.md>), [Slack](<https://devfeed.tech/topics/slack.md>)

Tags: [automation](<https://devfeed.tech/tags/automation.md>), [bug](<https://devfeed.tech/tags/bug.md>), [engineering](<https://devfeed.tech/tags/engineering.md>), [engineering-management](<https://devfeed.tech/tags/engineering-management.md>), [project-management](<https://devfeed.tech/tags/project-management.md>), [slack](<https://devfeed.tech/tags/slack.md>), [support](<https://devfeed.tech/tags/support.md>), [systems](<https://devfeed.tech/tags/systems.md>), [work](<https://devfeed.tech/tags/work.md>)

## AI overview

The article describes how SoundCloud's Content Engineering Team developed a process for handling unplanned and support tasks. It explains how these tasks consume feature-development time, reduce visibility into team work, and create stress and context switching, then discusses problems with an open Slack-based request process and a single point of contact.

## Source excerpt

One challenge engineering teams often face is dealing with work that doesn't revolve around developing new features but that still requires the team's attention and time. The Content Engineering Team here at SoundCloud is no exception, so we iterated on a process to deal with unplanned and support tasks to end up with fewer interruptions and more time to spend on implementing planned features.