When users struggle with your SaaS, how do you figure out what's actually wrong?

When users struggle to complete a task in your product, how do you identify the real problem? Do you look at session recordings, talk to users, analyse support tickets, or try changing the workflow? Curious what has helped you find the actual cause instead of just fixing the symptoms.

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u/Big_Design_3483 1 4 hours ago

Support tickets are the first place I look, every confused email is a sign something deeper is off. Session recordings help but without context you just watch someone fail and still not know why they clicked that thing. Talking to 3-4 users who complained usually reveals it is not a button placement problem but a workflow one. Most times the fix is removing steps, not adding explanations.