[mschild]

I think a mix of both is best. If support can quickly solve a customer issue they should. But they also should make note of it and pass it along.

[Eddy_Viscosity2]

If it was the case the customer support simply knows an undocumented work-around that they can solve the problem and provide that to the customer. I mean that works, but a better solution is for that problem to get back to engineering and be fixed once and for all.

[hinkley]

But after the next release the number of calls per hour the customer support team can answer will drop. Which means no raises for the support people.

[mschild]

Then incentives and (I hate this word) KPIs aren't aligned. That's arguably a somewhat separate problem though.

[mschild]

Yes, fully agree. Like I said: solving a customers problem is top priority but regardless of the solution it should be documented and shared. At minimum it can give pm and engineers insights into common issues and potential improvements.