Has anybody done a qualitative analysis of support tickets?

I am at a company with a low UX maturity and have little access to actual user data (no interviews, feedback filtered through business analysts, no user tests). What we do have however is a large amount of support tickets in various stages. I would like to use these tickets as a basis for research but I am not sure how to best go about extracting relevant data / structuring it. Has anybody done something like that? I am thinking of going with qualitative coding to try and find patterns and major pain points. Appreciate your input!