The most-used word in our support tickets was "just."

We ran a text analysis across 9,000 support tickets over 12 months.

Tickets containing "just": 47%
Common phrases: "I just want to...", "I just need to...", "I was just trying to..."
Median ticket length when "just" appeared: 34 words
Median ticket length when it did not: 71 words

When users said "just," they were telling us the task was simple and we had made it complicated. The tickets were shorter because they did not need to explain. They assumed we would understand that the thing they were asking for should already work.

We pulled the top 20 "just" tickets and found a pattern: 17 of them described a workflow that required 4 or more clicks for something users expected to take one. We reduced those to single actions. Tickets containing "just" dropped 38% in the following quarter.

What word in your support tickets is telling you that your product is fighting the user?