37signals recently posted a great article on developers doing support: http://37signals.com/svn/posts/3676-everyone-on-support. I think it’s extraordinary good description of why, how and what for (i.e. what good does it do) developers should sometimes be involved in customer support. That’s what I sometimes do now (it’s occasional, unfortunately – mostly when questions are too deep into code for support) and did that a lot beck in RightMedia/Y! days, and I can say it’s all true. To a certain limit, of course (that I faced, too) – but if you do a balanced shifts, it plays nicely.