If you have a large product offering, having the developer involved in support makes him/her more aware of what exists and where the problems lie. The develope

If you have a large product offering, having the developer involved in support makes him/her more aware of what exists and where the problems lie. The developer will take a deeper look at the issue and create a well written bug report/issue ticket. This helps the developers get to know their customers a bit too. I'm not talking about tier one type stuff, like logging in or updating their browser or something. But they should be involved in a rotational basis for escalated tickets.