How to Build a Customer Service Tool That Works, You Know?

A lot of agile people would say that's okay, but it's very hard to read the agile literature and think that that's okay. You can't just take a feature and build it, you have to think like, well, how, how is this going to go out to the users? And the answer might be, Oh, we'd have to build some complicated thing first to allow it to be to be managed. That requires some planning too.