Re:Tiered support is an anti-pattern (2013)
by jasonjayr on Saturday October 05, 2024 @07:51AM
(#41749254)
That's an important requirement of an effective support team: they have to have a seat at the project management's table. They have to have the power to request features + changes from developers, at the same priority level as the rest of the product development team. IMHO it's important both for the support team morale, as well as ensuring a positive UX.
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Re:Tiered support is an anti-pattern (2013)
by andrewaylett on Sunday October 06, 2024 @04:13PM
(#41759909)
At a higher priority level, IMO.
That said, most of the issues I see from support are straightforwardly bugs, even if they're not normally easy ones to fix. But when they have information they think is worth sharing, it's always been worth my time to listen.