> The value of such feedback is that it lets you know there is a problem where you can potentially offer a better solution.
I agree there are some cases when that may work but my point is that they are very very rare from what I can see.
The vast majority of cases the complaint or problem statement is already crystal clear and well known such that finding it out doesn't give you any new information or anything of particular value because people always want a better version of what they have anyway.
So you will always get "I want a better Photoshop" or "I want a better Dropbox" or "we like AWS but it doesn't have this feature" stuff.
If the problem is in some very specific small niche that is unknown to most people it would be more useful.
Like some obscure small non-tech-savvy niches that are stuck in the past decades and are so small that no big player bothers with them but perhaps you could make a good small business out of it if you know that they exist and what they are.
For large established markets with well known famous multi-million and multi-billion players saying "$solution sucks" is as useful as saying that the sky is blue.
If you want to get into the customer support desk software market you don't need a bunch of people telling you "Zendesk sucks" for you to know that there's room in that market.
For a category that large there are tons of solutions and between them also tons of very happy and very unhappy people and everything in between.
In the case of Freshdesk/Zendesk (and other similar categories of the same size and popularity) the barrier is overwhelmingly something other than simply knowing that the problem exists.
Everybody knows almost every business needs customer support software. And whatever it is that they have, they always want it to better.
If someone's capable of coming along and challenging something like Zendesk it's not like they need the "aha!" moment or encouragement of a bunch of people saying it sucks.
I'm subscribed to a few sites that send "stated problems" daily/weekly and basically none of them are actionable.
They read like something along the lines of,
"We use Salesforce (or some other giant tool/company) ... it doesn't do this (or needs better UI/UX/API/Integration/etc) ... if there was something better we would consider paying up to $1000."
I just find it difficult to imagine how someone goes from reading that to,
"Aha! I got it. Now I'm going to go and make a better Salesforce."