Treating Support as Separate From Product
Type: warning
Stage: Stage 7: Support Proof
Difficulty: intermediate
Support tickets are not just operational chores — they're product research. Answering tickets without reviewing patterns means the same broken onboarding, missing docs, and confusing UX produces the same tickets forever. Every repeated question should become a product, onboarding, or documentation improvement.
Overview
Support tickets are not just operational chores. They are product research.
Avoid when
You answer tickets but never review patterns. This means the same broken onboarding and confusing UX produces the same tickets indefinitely.
Better signal
Every repeated question becomes a product, onboarding, or documentation improvement. The support inbox feeds the roadmap, not just the to-do list.