Most teams these days are responsible for running their product. Even those who are shielded from the end user through Operators and Support Engineers frequently get called in for second-line support. As soon as users get involved, there's a never-ending flow of questions, bug reports, and demands. And that messes with our plan.
Interesting approach. I always thought it is not a good idea to have separate backlogs. And I think in general is not a good idea. But elegantly done like that, with a clear focus, I can see how advantageous it can be. It's like a matter of compartmentalization...
Oh, I'm with you, Rodrigo! One team, one board has been a guiding principle. Yet this is one of these scenarios where it makes sense to break that rule.
It also allows us to have a board in Linear and keep support tickets in Freshdesk for example.
Interesting approach. I always thought it is not a good idea to have separate backlogs. And I think in general is not a good idea. But elegantly done like that, with a clear focus, I can see how advantageous it can be. It's like a matter of compartmentalization...
Oh, I'm with you, Rodrigo! One team, one board has been a guiding principle. Yet this is one of these scenarios where it makes sense to break that rule.
It also allows us to have a board in Linear and keep support tickets in Freshdesk for example.
I wrote about how I came to this reasoning at the start of the experiment: https://mikeveerman.substack.com/p/customer-support-messes-with-our