Logs, features, prod test: between players and developers

I will tell you about my experience building a Customer Support department from scratch - establishing communication between players and developers, between game technical support and representatives of gaming platforms. Working with logs - how can a support employee report a bug more effectively? Understanding the difference between Customer Support and Community Management - is it necessary to separate these departments, and why. Who is a "good support team agent" anyway? And of course, the most important thing - how not to go crazy from the same type of questions, not to burn out completely and love your players.