Does anyone receive or write product requirements that come from the support org?

Hi Clarie, 

From a new product perspective here are some thoughts in no particular order - I don't have a framework I can share, but this might aid you:  

1 - Make sure that Error messages can be captured by the user, ie, not in a dialogue where the text can't be copied. Text is more searchable via google, knowledge base. Integrated contextual Knowledge and Docs even better. 

2 - Ensure that the user experience can be easily replicated by support agents. (Rather than just a screen recording/screenshot), allow the customer to export project/example and share it with support in a simple way.  

3 - Ensure that power-users have the tools at their fingertips to dig deeper into the issues they might face to debug them (more important for more technical products. It aids self-service, people might blog about the solutions they find.)

4 - Expose error messages and suggestions at healthy rates/levels. Don't inundate the customer - ie your project/environment contains 1,999,999 problems isn't helpful. Tips that lead to an engaging experience. 

5 - Analytics that shows when an error message or user "warning" is shown, so that product can review and address the use-cases.  

6 - Wizards that align with your customer experience, in-app tutorial availability. 

7 - Support provided technical training to allow deep diagnostics into product issues, support team enabled to dive into the product at a low level.

From a maintenance and sustaining perspective: 

1 - Regular catchup and review of the product's top ten issues - Bugs, Enhancement Requests, Fugs, etc. What's generating customer frustration and load for support. 

2 - Reviews of most accessed Knowledge Articles in the area, why do customers need to access these articles. Weak product experiences, poor documentation, etc. 

3 - Review of analytics on Error message rates/encounters - why are they running into these errors, how can product avoid them. Do you have coverage of the error experiences in Knowledge Base?

4 - New features demonstrated to Senior Support, reviewed for ideas similar to what has been listed above. 

5 - Deprecation/breaking changes and migration changes tested against customer example and use-cases to ensure successful experiences. (A Beta program, a self service community around the public betas also useful.) 

6 - Tooling for the Support team to automate tasks involved in replication of technical issues, seeing what the customer sees so that customer issues can be resolved easily.