Support Tickets – Your First Source of Product Information

Every time a customer reaches out with an issue, they're basically handing you free product research. They cared enough to tell you something isn't working for them—that's valuable!

These tickets show you:

• What's driving your customers crazy right now

• Features they expected but couldn't find

• Those "how do I...?" questions that reveal your UI isn't as intuitive as you thought

• Creative ways people are using your product that you never imagined

Don't have a dedicated UX team or product managers yet? Still figuring out how to make customer interviews a regular thing? No problem—your support queue is already packed with insights ready to be tapped.

Pilea has custom integrations with Intercom, Hubspot, Zendesk and Slack – making it seamless to monitor customer requests.

Fix the Leaky Roof Before Building a Swimming Pool

When your team is deciding what to build next, support tickets give you a reality check. Sure, that shiny new feature sounds awesome, but if customers can't figure out your core functionality, maybe that should come first.

Analyzing support tickets is a pain:

• Who has time to read hundreds of tickets looking for patterns?

• Everyone on your team categorizes issues differently

• Last quarter's organized feedback system is now a chaotic spreadsheet nobody updates

• Connecting a random support ticket to the right part of your product requires tribal knowledge

Pilea Monitors Your Support Tickets

Pilea seamlessly connects to your Zendesk, Intercom or Hubspot and categorises all historic and future(!) conversations:

1. It pulls in tickets and automatically identifies customer requests

2. Spots patterns you'd miss (like that feature everyone's confused about)

3. Keeps everything updated without someone babysitting spreadsheets

4. Gives you ready-to-use insights for your next product planning session

   
   

Pilea seamlessly integrates with Zendesk, HubSpot and Intercom, analysing historic and future conversations.

Bugs and needs are automatically categorised and ready to be prioritised.

When you actually use your support data (instead of just resolving tickets and forgetting them), something magic happens. You start building what customers actually need, not what you think they want.

Pilea helps your entire team—from engineers to product folks to support agents—speak the same language about customer problems. No more engineers saying "but nobody asked for that" when your product team suggests a fix for a common issue.

Stop letting those golden insights gather dust in your support queue. Start mining this feedback to build stuff your customers will actually thank you for.