# How do you turn support tickets into product feedback?

> Tag tickets consistently by theme and product area, attach the accounts and revenue affected, and send product a ranked summary on a regular cadence. Raw ticket counts get ignored; ranked themes with revenue attached get prioritized.

Canonical: https://www.decimal.app/glossary/knowledge/how-to-turn-support-tickets-into-product-feedback · Last reviewed: 2026-09-23

Tag tickets consistently by theme and product area, attach the accounts and revenue affected, and send product a ranked summary on a regular cadence. Raw ticket counts get ignored; ranked themes with revenue attached get prioritized.

## What makes it actionable

- A fixed tag set that support actually uses
- Root cause on escalated tickets, not just symptoms
- Customer quotes alongside the counts
- A named owner in product for each theme

## Closing the loop

Tell customers when the fix or feature they asked about ships. Linked tickets make that a single message.

Decimal ties tickets to specific code paths and bugs. See [voice of the customer](https://www.decimal.app/glossary/voice-of-the-customer).

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