Is dev team context switching on support tickets killing your release speed?
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We had our developers handle customer support directly during beta to catch bugs fast.
We learned a lot but feature building basically stopped because jumping between tickets and code ruined everyone's focus.
Hiring a dedicated support person fixed this instantly. Dev speed came right back and support responses got way faster too.
Do you think devs should stay on daily support duty or is it better to split the work early on?
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I think daily support should stay with the dev team when possible because they already understand the product context and can spot issues faster than someone new to the codebase.
Well fair point! I’ve had this with agent reviews too, every interruption costs more than the task itself. I tend to batch the unknowns and leave a clean handoff before going back to code. How did support quality change?