Are IT specialists now humanities scholars? How AI has changed the agency market

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It is technical support that gives developers the main direction for work in terms of developing non-functional characteristics of the product. In our company, this task is performed by analysts who must understand which clients a specific request can have an effect on, which key clients and with what frequency they ask about changing a particular tunisia telegram number database function. At the output, a list is formed, which after discussion is included in the improvement plan.

Processing requests from customers is one of the main drivers in deciding on a work plan for our products. For example, recently, at the request of a customer, we added a mechanism to one of our products that allows interaction with an Exchange server via the native Exchange Web Services (EWS) protocol. This improvement would not have been possible without the participation of technical support along with the developers, an engineer who once "ate a dog" on Exchange, and testers who figured out how the protocol works.




The most common request from users is complaints about an IT product
In practice, this is not the case. The most popular request is a request for consultation. They ask about what is written in the help, which users are too lazy to read. For example, where to copy the license, how to write a script, and so on. Next in popularity are requests regarding incidents and requests for improvement. Here we are talking about defects and bugs: they found something that does not work as stated, or not as users assumed based on their experience with other products. Next in popularity are requests for expanded functionality. And only in last place are complaints.

As everywhere, sometimes we encounter not always justified comments on functionality. For example, a user copies text from a browser or from another document in a text editor. It is green, and when you paste the copied text into our editor, it remains green, but a window appears where the option "cancel formatting" is available. In Microsoft Office, it was exactly the same, but in reverse order: first, the user chooses whether to paste formatted or unformatted text, and only then does the pasting itself. The result is the same. The number of actions is the same. But the user is used to doing it this way, so we get a comment.