As having previous admin and mod access over sites larger than this one, I know all too well the time investment involved with taking on these roles, and this is on top of the existing leadership roles served with XG. In reviewing this thread I don't think there is anything wrong with challenging the process, as that is actually an attribute of a leader. I really doubt XG got to where it is today without changing along the way, and I say we welcome suggestions from the community on how to improve. Take it for what it is, a suggestion or performance observation from a contributing member of the community, who is obviously vested enough to want to bring this to someones attention or spark conversation on the topic in interest of improvement. Sometimes email or forum comments are taken the wrong way or out of context, due to the nature of the communication method. I do strongly feel though that it is valid, that when someone comes up with a problem or concern that they also suggest an equivalent solution, otherwise it tends to be classified as complaining.
If I am reading this correctly, we have numerous members with admin access however only a few are helping solve tickets with the helpdesk. Not knowing the roles and/or admin structure I am not sure if there are area's of assignment or if it is suggested that all admins participate in that section. Several possible solutions: implementation of a duty schedule where all admins could take rotation in handling these requests, increasing the size of the admin pool, hiring dedicated support, implementation of an SLA to set user expectations or many others.
In closing, conflict or discussions like these are healthy to any team... let's not get offended, but rather embrace member suggestions, right, wrong or indifferent.
