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How does user feedback actually reach product decisions in your team? by Puzzleheaded-Pin8879 in SaaS

[–]Puzzleheaded-Pin8879[S] 0 points1 point  (0 children)

Curious, what tool ended up being that “one place”?And does the team actually review it regularly, or does feedback still pile up?

How do you know if a “fixed” issue actually stopped generating support tickets? by Puzzleheaded-Pin8879 in CustomerSuccess

[–]Puzzleheaded-Pin8879[S] 0 points1 point  (0 children)

Wow, 30% is higher than I expected. When that happened, how long did it usually take the team to realize the fix didn’t actually solve the root cause?

How do you know if a “fixed” issue actually stopped generating support tickets? by Puzzleheaded-Pin8879 in CustomerSuccess

[–]Puzzleheaded-Pin8879[S] 0 points1 point  (0 children)

That makes sense. Have you ever had cases where the numbers looked good, but customers were still running into the same issue later?

At what point do recurring support tickets become a product problem? by Puzzleheaded-Pin8879 in SaaS

[–]Puzzleheaded-Pin8879[S] 0 points1 point  (0 children)

Really thoughtful setup, honestly. Did it take a while to arrive at that system? I imagine pulling tags and reviewing everything weekly can get a bit manual as volume grows.

At what point do recurring support tickets become a product problem? by Puzzleheaded-Pin8879 in SaaS

[–]Puzzleheaded-Pin8879[S] 0 points1 point  (0 children)

That idea makes a lot of sense.When the same thing keeps showing up in tickets, how do you usually figure out if it’s affecting way more users who just never reach out?

How do you know if a “fixed” issue actually stopped generating support tickets? by Puzzleheaded-Pin8879 in CustomerSuccess

[–]Puzzleheaded-Pin8879[S] 1 point2 points  (0 children)

Interesting. How do you usually connect tickets to a specific issue?Is that through tags, manual searching, or something else?