Enter the issue's pattern
Ticket volume, how it's typically resolved, average resolution time, repeat filers, and concentration among new users are each weighed.
SUPPORT GAP ANALYSIS
Support Gap
Enter details about a recurring support request pattern and get a calculated score for whether it should be fixed with product/docs instead of more staff.
- Uses your inputs in a transparent calculation
- Instant result with practical next steps
- No signup required
Planning guidance only. Validate important decisions with customer evidence and your delivery team.
YOUR INPUTS
Build your result
Complete every field. The result updates only when you choose Calculate.
How it works
We calculate a product-fix score
Volume, resolution method, repeatability, and new-user concentration combine into a score showing how solvable this is with product/UX changes vs. genuine one-off support need.
Get a concrete recommended fix
The result names a specific fix direction — better onboarding, improved UX, shipping a workaround as a feature, or self-serve tooling — based on the pattern detected.
Continue learning: How to use support tickets in MVP validation · Hidden MVP costs: support, monitoring, manual work
Frequently asked questions
How does Support Gap decide the recommended fix?
It's rule-based on the inputs: heavy concentration among new users points to onboarding, resolution via docs points to in-app UX or empty-state guidance, resolution via a manual workaround points to shipping that workaround as a real feature, and resolution via engineering escalation is flagged as a genuine engineering issue rather than a product/docs gap.
Why does it estimate monthly support hours?
Ticket volume times average resolution time gives a rough cost figure in support hours — useful for arguing the business case for fixing a pattern versus continuing to handle it manually.
What if the same issue is escalated to engineering every time?
That's flagged as a genuine engineering issue, not a documentation or onboarding gap — Support Gap won't recommend a product/UX fix for something that structurally requires a code change.
Is this a replacement for support ticket analytics software?
No. It's a fast, manual check for one issue pattern you've already noticed. A dedicated support analytics platform will surface these patterns automatically across your entire ticket volume.
How We Compare
| Feature | MVPHub | Zendesk | Intercom |
|---|---|---|---|
| Quick single-issue-pattern fix recommendation | Included | Limited | Limited |
| Estimated support-hours cost of the pattern | Included | Limited | Limited |
| Automated ticket tagging and reporting across full volume | Not included | Included | Included |
| Live agent workflow and macros | Not included | Included | Included |
Zendesk and Intercom manage and report on your full ticket volume automatically once integrated. MVPHub gives a fast, manual product-fix recommendation for one issue pattern you've already noticed.
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