I’m quite sure you / your team receives a good number of support questions. If not always about a bug, then about some feature or a feature request.
If you are working in a team then reach out to your team mates or developers. They might have a solution for you already, and you don’t need to waste time coming up with a solution that already exists.
What I always tell my team is:
There are no stupid questions! Ever.
We work in a very complex environment, which also evolves very fast. Because of this it is impossible to know and remember everything. That is where working in a team can be beneficial, you can spread the load and rely on each other.
This year (2019) in September I participated at WordCamp Zürich in Switzerland. I applied with a talk about how a support exchange, and thus reaching a resolution can be made faster. And I thought it would make a great blog series.
This is the seventh set of tips for Support Agents in the Faster Support – For Both Sides series.