Tackling customer issues is often one of the most important responsibilities of developer teams. It can be hard, slow work, and oftentimes it is viewed as less interesting, as it seldomly leverages the same level of creativity and innovation associated with developing new features. Even more so, there are additional challenges associated with gaining insight into what took place in an environment that you are not familiar with, is hard to reproduce locally, and you are working with users who won’t necessarily be there to provide every single detail that is needed.