Voice of Customer Synthesis From Support Tickets
Mine support conversations for product needs.
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Synthesize support tickets into product insight. A sample of tickets (anonymized, with date, plan type, subject, and summary): [TICKET_SAMPLE]. The product areas in scope: [PRODUCT_AREAS]. What the team wants to decide: [DECISION]. Code each ticket with a theme, the customer's underlying goal, and a type (bug, confusion, missing capability, billing, request for help). Then produce a table: Theme | Tickets (count) | Share | Segment pattern | Typical wording | Underlying need | Possible product response (fix, redesign, guidance, documentation) | Confidence. Show the arithmetic for counts and shares and say whether the sample is big enough to trust the ranking. Separate high-volume themes from high-severity ones (a few tickets about data loss can outweigh many about wording). List five themes where support is solving a problem the product should solve, with the ticket evidence for each. Add privacy cautions: remove names, emails, and account identifiers before sharing outside support [VERIFY in [JURISDICTION]]. End with three follow-up customer interview questions to test the top theme. Do not invent tickets.
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