My company recently changed its organisational structure. As a result, developers now know about issues that the users of our website are facing (before, those issues were filtered by a non-technical manager and only those that were thought to be 'critical' would be notified to the developers).
The above is done by simply CC-ing some specific developers into every customer service ticket (which developer depends on what type of problem the ticket is about). Those developers then investigate and, if needed, communicate with the rest of the dev team and coordinate appropriate action.
Since the new policy kicked in 2-3 months ago, we had two main results:
- The development team discovered (and rapidly fixed in almost all cases) several bugs that were unknown up until that point. Some of those bugs had probably been present for some time.
- The UX/frontend devs had significant feedback and redesigned the interface based on it. As a result, we have a more user-friendly website now.
The above is done by simply CC-ing some specific developers into every customer service ticket (which developer depends on what type of problem the ticket is about). Those developers then investigate and, if needed, communicate with the rest of the dev team and coordinate appropriate action.
Since the new policy kicked in 2-3 months ago, we had two main results:
- The development team discovered (and rapidly fixed in almost all cases) several bugs that were unknown up until that point. Some of those bugs had probably been present for some time.
- The UX/frontend devs had significant feedback and redesigned the interface based on it. As a result, we have a more user-friendly website now.