Quick answer: Customer support tickets are a quality signal most engineering teams ignore. Sharing the support dashboard with engineering surfaces issues that bug reports miss.
Support tickets are real-player frustrations. Engineering sees them = engineering acts on them.
Share the dashboard
Read-only access for engineers. Weekly review meeting.
Categorize per release
Per-build ticket count per category. Quality regressions visible.
Sample tickets at random
Engineers read 5 random tickets per week. Empathy builds; bug priorities recalibrate.
Triage tickets into bugs
Support tickets that describe bugs become bug reports. Closed loop.
“Support is downstream of quality. Sharing the data improves quality upstream.”
If engineering and support don't talk, quality stagnates. Build the bridge; the team benefits.