The front line knows first.
Support and operations hear about problems long before dashboards do. Build them into how you discover, launch and learn.
Invite them into discovery
They know the real pain points, and the workarounds.
Brief them before launch
Release notes, FAQs and known issues, in advance.
Build a feedback loop
Tag tickets by feature. Review the top themes weekly.
Measure support impact
Did the launch create or remove support work?
Launch with them, not at them.