We do all hands support at Buffer as well. At first it started out as to help maintain the inbox, especially during launch days, which was always fun. We quickly realized how important this is. So much of our product decisions, bug fixes and security patches have come from talking first hand to our customers.

I really love this because it's been an opportunity for me to help others and also learn about different areas of our product that I may not deal with on a daily basis. We've started having a support focus be part of the engineering on-boarding process.

We've recently gone to an all hands day rotating system which has been working well. I'm curious what others do. Do you do more a free-for-all, or do you have a more structured system?