Managers should not communicate with a customer then sit on it for a week or two before passing it to a Dev as high priority/fix it now. They also should not say our 'team' is working on it when that team is one person who is also busy with other tasks.

Appearances are everything to management. The tech-illiterate are more likely to hire a "team" than a single developer. If there's only one guy working on it then your dev-sweatshop looks like it's so bad it can't even afford to hire a second dev.

So get used to hearing management say something like "our crackpot team of rockstar engineers are working for you day and night!"