SaaS ideas your next customers are already looking for
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Pain points in business: what people struggle with
Search the problems to solve, as people described them on Reddit and other platforms, in their own words.
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Stalled Support Escalations
Support escalations stall across teams and tools, with SLA clocks resetting and no clear ownership, leaving customers waiting and staff blamed.
In their words
We've gone through a couple of options over the past two years and nothing has stuck. Either response times were slow or the cost didn't match what we were getting.
the instant you come across a bug or a oddball problem there support just falls flat on its face
There is no way to see SLA times per client. No way to see response times per ticket or response times anywhere.
The response time of their team to incidents has skyrocketed to hours versus 10 minutes when we first signed on.
we have had some great consultants assigned who are good but seem too overloaded to really understand and remember any details about our org
the instant you come across a bug or a oddball problem there support just falls flat on its face
The MOMENT they sense resistance they just turn up the volume until they get kicked upstairs anyway.
I'm out of hours and the pipeline is only growing.
Other support has been pretty much AI slop or they ask for logs that were included in original ticket
it literally takes about 1 hour for them to understand what the issue is, and then they "escalate the ticket" and you never hear back from them
I often have to grab the Superman cape and take over the ticket to fix the issue by pulling in the right people from our eng team
if you're using a third-party provider for Azure support and a Sev 1 hits at 2am... what does that escalation chain actually look like?
there's no way to get a human in the loop to review the issue
While it was manual, every one of them cost a full diagnostic round trip before we could say 'yes, that is us, we already know.'
Support and success teams
Where they talk
- r/sysadmin
- r/CustomerSuccess
- r/customerexperience
- r/msp
- r/SaaS
- r/callcentres
- r/Netsuite
- r/AZURE
Tools they use today
- Jira
- Slack
- Zendesk
- Microsoft Teams
- Microsoft Unified Support
- NetSuite
- Azure
- ConnectWise
Why those fall short
- no grouping, no hours-worked vs SLA field, metrics easily gamed
- agents ignore contact method and case notes; no internal handoff
- support metrics reward closing tickets, not solving problems
- Tier 1 reads from a script and repeats steps already done
- Tickets closed as resolved with no reply; only canned or silent responses
Map of ideas
Drawing the map…