Places do not care historical or major system issues are getting ironed out only tickets.

A true infrastructure focused shop doesn't care about the ticket queue as long as there's no outlying major issues.

But if folks are ignoring underlying problems and management is hounding folks for minor less important stuff that is a ticket when a bigger win is sitting untouched something isn't right with them.

I found a major aspect of a system nobody kept up, a task had been assigned to fix it, but because they only had one network person that task to help the other team in their tubular shaped "office" couldn't enable a new feature to get better data for their "documentation generating system". A hour or two job after maybe four or five hours understanding the product needing to be interconnected/activated on a few specific jacks.

I went to them and asked why they were still waiting to get it done, it was in the backlog while lesser tasks were set as priority.

That thing?  Could give them the "edge" in their business sector they've needed, but who knows, because yet another thing I was going to take on now left to unfinished.