Support agents are people who are working at the frontline

Support agents are people who are working at the frontline. They are the first to listen to users who find a bug or complain about the last update. They already know all the problems people want you to solve.

So why don't we just draw insights from the customer support?

In some cases, asking support officers for help is not an option. Like, when you’re designing a product from scratch, you just have no users and no support yet. And even if you are doing research for working products, getting some information from support tickets can be challenging.