The Benefits Of A Support Ticket To Documentation Lifecycle

Dan Moore on using support tickets to improve and create documentation.

Reading support tickets not only helps you build content, it also makes you aware of where users are confused. This is super helpful for devrels looking to make high-impact example apps, videos and other documentation. If 10 folks don’t understand how to use feature X and cared enough to write in, you should probably document feature X in some way. Following around product experts like your support team and converting what they have written to generic posts is a great way to teach you important details about commonly used features and issues of your product that you might otherwise have never known.

The full post isn't long and worth the read. I wanted to specifically highlight the importance gathering customer insights and sentiment from field teams and using them to create blog posts, clarify documentation, and build demos. Not only will this improve the quality of your product content but also quality of life at work by giving field teams an opportunity at greater impact.