Absolutely! My first experience of direct customer contact was when the call-center rep phoned me and said 'We have no idea what has happened, can you just cal

Absolutely! My first experience of direct customer contact was when the call-center rep phoned me and said 'We have no idea what has happened, can you just call the agent and talk about it?' In the ensuing series of calls we progressed from one of the F-keys not working properly in my application all the way back to discovering that the phone-line into his building had been hit by lightning, damaging various circuits in the office servers and equipment. I had never heard someone so appreciative of my help, that's when I changed from closing tickets as 'cannot reproduce' to tagging them with 'tell customer to call me on ____'. We found so, so many bugs and broken processes in our applications just by talking to the users.