Agreed, I don't imply that developers should talk to customers but they should at least work with support team in a more cohesive manner. I have seen the flip

Agreed, I don't imply that developers should talk to customers but they should at least work with support team in a more cohesive manner. I have seen the flip side also where the developers are very accessible, support pushes every minor issue over to engineering. This is like super rare though.