Providing developers with a support ticketing tool, using a custom system, or via a popular platform like Zendesk, can be the healthy way to support the needs of an API ecosystem.
Not all developers will want to publicly post their problems, and support tickets can be a very organized way to handle the direct support needs of developers, allowing API owners to respond quickly to easy questions, but also allowing them to organize larger scope items into lists that can be used in API product development, providing a direct link between developer support and the API roadmap.
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