blog
- Negative Maintenance: Why Support Should Grow Slower Than the Company A support ticket is always a symptom: something broke, or the product failed to explain itself. The job isn't clearing the queue faster, it's making the next ticket less likely to exist.
- Closing the Loop: Why Support Teams Should Ship Their Own Bug Fixes The lowest-priority bugs never get fixed. They're rarely hard; they're just nobody's job. An argument for letting support close the loop.