SmartLearn employs a team of 2 helpdesk operators per shift who, together, can resolve a maximum of 20 support tickets (requests) per hour. 

What is the probability that the team is unable to handle all incoming support tickets (requests) during a one-hour period? 

a) Clearly define the random variable and the probability expression.

b) Present your numeric result and provide a brief recommendation to SmartLearn on whether their current staffing is likely to meet demand, or if adjustments may be necessary.

c) Would a normal approximation be appropriate in this case? Justify your answer based on distribution properties.