
What Support Requests Can Reveal About Your Next Product
Your support queue may contain requests for work your product was never designed to do. Some are edge cases. Others point to a recurring adjacent job, such as approval routing, reporting, migration, or compliance evidence. An agent can group those requests, but frequency does not prove a second product should exist. The task is to turn support evidence into testable hypotheses without confusing repeated requests with willingness to pay.
This workflow helps teams find patterns, trace source conversations, and decide what to validate.
A useful checklist from the guide:
- Support tickets or conversations with stable IDs and timestamps
- Existing issue categories, product areas, and resolution codes
- Account metadata limited to useful fields such as plan, industry, or tenure
- Product scope and current roadmap definitions
- Links to source tickets so every cluster can be audited
https://www.agenticworkers.com/blog/what-support-requests-reveal-about-your-next-product