Ask HN: Do your engineers or support staff triage bugs?
The typical situation we have is a support member thinks there's an issue, and posts this 'raw' issue to Slack. The engineer on-call for the week responds and either resolves the issue or creates a ticket for follow up.
We could continue with this process, or train support staff to triage and submit formalized (repro steps, confirm whether widespread) bugs to the on-call engineer.
What's worked for you? Please share rough company size for context.