Read Your Support Tickets

Support queues are raw product research: unsolicited, unfiltered, and tied to real failure modes. A user who bothers to write in is telling you where the product broke the promise your marketing made. Industry reports summarize trends; tickets show you the edge cases that become churn. A PM who reads twenty tickets a week builds pattern recognition that no dashboard replicates. Skip the queue and you optimize for the persona in the deck, not the person stuck on step three. Make the inbox part of your ritual.