A recent article series from James Thomas, Chris George & @norry was published on the Dojo titled “Technical Support Can Be Testing”.
I’ve never been involved in technical support with a company but I was involved in gathering and replying to beta user feedback to help improve the application pre-release. There are similarities but they’re obviously a bit different.
I know some people have moved from a technical support role into testing. Others have a very close relationship with their technical support staff. I was wondering what experiences you all have of working with technical support or perhaps even helping them out? Do you have any caveats you have come across that you would warn others about?