Our current development team is 3-4 developers with paired programming. On average we receive 15 support tickets and 2 calls a day. Currently, we divide the tickets amongst the whole team and one person is designated to the phone support for a week. This setup is not the most efficient but it does spread the support knowledge across the team. Is it better to designate a pair to support each week? Or designate one from each pair? Thoughts?
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First, what specifically makes you think your current system is inefficient? The best approach is to single out what isn't working and tweak that area. We don't explicitly support a product, if that is what you mean. We do however have to support clients. We found that pairing has its advantages when doing support do get some knowledge transfer between people. That way if one engineer is out or no longer with the team, at least one other person will know the solution. It's best to have some kind of schedule too, and rotate as often as when people are comfortable with. Too short and it can get confusing, too long and a developer may get frustrated if they don't particularly like support handling (they don't - usually). |
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