Have internal team meeting daily or weekly to discuss the issues and solutions in the project.Make it mandatory for all the team members to present at least one customer complaints in the daily or weekly team meetings.The whole team can review the problems faced and also the best solutions can be discussed. These could also act as a brainstorming session for developing new features into the product or introducing a very product concept. This kind of activity will increase the productivity of the support staffs and ideal time will get reduced . This will also prevent the stagnation of incident tickets which are struck by the inability of a team member to resolve.
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