3 replies to this topic

[Ryan Marfone]

Has anyone had experience working on a dev team that simultaneously worked on projects as well as supported customer requests? If so, how did your team manage this? Did you split your team in half (half to support, have to development)?

[WingedPanther]

It depends somewhat on how the team is structured in general. There are a few ways to do this.

1) Have one developer group focused on fixing bugs across products.
2) Have a system that handles bugs and new features and assigns them to the appropriate developer based on areas of expertise.
3) Mix and match the above based on products/scope/resources.

Regardless, there should be a non-developer that handles the routing of cases, as a feature request should get quoted, whereas a bug needs to be fixed, and some customers just need additional training.

[TkTech]

JIRA does all of the above, and is probably the most professional system out there.

[WingedPanther]

Also, if you are having high support volumes, there's a valid question regarding quality control of the software being provided.