[jrs235]

I tend to agree with this point. There should be a firewall or layer between customer -> developer communications. The firewall intercepts/takes/handles incoming requests from the customer and forwards them on to the dev team or a developer who, if needed, can/will contact the customer. The customers should never have a direct line to developers unless you only want developers to work on "urgent" (regardless of important or unimportant) issues and "small/easy" features.

[gordonguthrie]

I am not saying that all developers should always be on customer support.

But all developers should sometimes be on customer support - maybe 1 day a week, maybe more.