Justg should be the 2nd option, support should always be active to help, don't take "always" literally.
Assuming you have 1k mail a day, then you should have the amount of employee that makes it possible for them to reply to those mail's.
It's like you go to Walmart and there is 1 employee behind the desk and 200 ppl waiting in line.
Remember justg is also just a human and there is only so much he can do
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