Support teams are on the front line of customer problems. They see issues product teams never hear about.
But the feedback loop is broken. Support handles tickets. Product builds features. The two rarely connect systematically.
Bridge support and product
Pelin analyzes support conversations and surfaces product-relevant insights:
Bug patterns — Which issues keep coming back?
Feature gaps — What can't customers do that they need to?
UX friction — Where does the product confuse users?
Documentation needs — What questions could be self-served?
What you'll discover
Ticket drivers — What issues generate the most support load?
Product-fixable problems — Which tickets could be eliminated with product changes?
Priority evidence — How many customers hit each issue?
Trend direction — Are issues getting better or worse?
Quantify support pain for product teams
Instead of: "Support says this is a problem."
Say: "This issue generated 89 tickets this month and is trending up."
Data that product can act on.
Track resolution through product
When product ships a fix, watch if related tickets decrease. Close the loop with measurable impact.
Connect Intercom, Zendesk, Freshdesk, or other support tools to get started.