Turn support tickets into product insight

Support volume is telling you something and nobody has read it as a whole.

Read the support tickets below as evidence about the product.

1. Group them by root cause, not by the words in the ticket. Ten tickets saying different things may share one cause.
2. For each cause, separate: a bug, a missing feature, a discoverability problem, a documentation problem, or a wrong expectation set by our marketing. The fix differs entirely.
3. Estimate the volume and the support cost of each cause from the tickets given.
4. Identify the **silent** version of each issue: for every person who wrote in, what is the larger group likely doing instead?
5. Rank by (users affected x severity) ÷ effort to fix, and name the one change that would remove the most tickets.
6. Note which themes are too thin to act on yet.

Tickets:

Discovery and evidence. Checking the idea before you commit: research, feedback, competitors, risky assumptions, success metrics.