Presumably, that's why you still have at least level 1 support: make sure they are able to filter out the noise and get 'real' issues sent to level 2. (aggregat

Presumably, that's why you still have at least level 1 support: make sure they are able to filter out the noise and get 'real' issues sent to level 2. (aggregation can be part of the filter for complaints/feature requests that aren't bugs) There are other ways to accomplish it, but the basic idea is to never let product development get too far removed from the actual customers. Large companies can get away with not listening to the customer (for a while at least), smaller ones not so much.