Your roadmap is sitting in the support queue.

Northlight reads every ticket, chat, and call transcript, clusters them into product issues, and puts a number on what each one costs you in churn and support load.

Cluster 01 · CSV export

Resolved

  • #48170Export times out on anything over 5k rows.
  • #48204CSV download hangs at 90% and then just stops.
  • #48096Export produced 5,000 rows. We have 41,000.
  • #48030The export finished but the file is 0 bytes.
  • #48159Scheduled export sent an empty file. Twice.
  • #48013Renewal is in six weeks. Where are we on exports?

$18.4k

MRR at risk

412 tickets · 9 accounts

The support team hears it first. The product team never does.

Customers tell your support team exactly what is broken, which workflow made them think about leaving, and what they tried instead. Then the ticket closes. The queue moves on. Everything they said is gone by Friday.

The one team that hears every product failure has no way to hand it to the team that could fix it. So the roadmap gets built from the loudest voice in the planning meeting instead.

ticket #48211 · zendesk

Export failed again. Third time this week.

chat · intercom

Any way to undo a bulk delete? We just lost two hours of work.

call 22:14 · gong

Honestly, we are already evaluating alternatives.

ticket #47990 · zendesk

SSO logs me out every time I switch workspaces.

csat survey · 3/10

Fix the exports and I will change this score.

tickets closed last month
4,216
of them reached the roadmap
0
of churned accounts reported their reason first
63%

Pipeline

Queue to roadmap in three moves.

    • zendesk2,143
    • intercom1,406
    • front388
    • gong302

    01

    Ingest everything

    Connect Zendesk, Intercom, Front, and your call recorder. Every message lands here as it happens. No tagging taxonomy, no macros to babysit.

  1. export failedcsv timeoutdownload hangsreport stuck

    csv-export-timeout412

    02

    Cluster into issues

    Messages describing the same problem become one issue, whether the words arrived in a ticket or twenty minutes into a call. Last quarter: 3,481 messages, 42 issues.

  2. csv-export-timeout$18,400

    MRR at risk26 h/wk support31 accounts

    03

    Quantify the cost

    Every open issue gets its price: MRR at risk, hours of support burned, accounts affected. The list sorts by the cost of ignoring it.

Feature grid

The whole loop, on one screen.

Clustering

3,481 msgs → 42 issues

Same problem, one issue, named in your product's own words. Synonyms and typos are handled automatically.

Churn math

$18,400

MRR at risk on every open issue, so the backlog argues in dollars, not opinions.

Spike alerts

+41%

A cluster jumps, Slack hears about it within the hour.

Support load

26 h/wk

Hours your team burns per issue. Support ops gets a number too, not just product.

Roadmap export

csv-export-timeout · $18.4kLIN-482shipped · 11 days later

One click sends the issue, its evidence, and its price to Linear or Jira. When the fix ships, Northlight watches the cluster shrink and tells you it worked.

Outcomes, first two quarters

Teams stop guessing. The numbers move.

  • Churn on issue-flagged accountsfrom 4.8%to 3.7%
  • Median signal to shipped fixfrom 54 daysto 11 days
  • Monthly voice-of-customer deckfrom 6 hrsto retired

Medians across 31 workspaces that connected at least two sources, quarters two and three on Northlight.

We argued about the roadmap in every planning cycle. Now we argue about the top three rows of one list, and the list usually wins.
Maren Kols · VP Product, Copperline
I used to lose a week each quarter to the voice-of-customer deck. Northlight retired the deck. Nobody has asked for it since.
Dario Fen · Support Ops Lead, Parcelbird

Field notes

What we read in other people’s queues.

Abstract dark data visualisation: hundreds of faint ticket rows resolving into a single bright cyan cluster

Your roadmap is sitting in the support queue

Every ticket is a product decision someone already made for you. Most teams read them one at a time and miss it.

Abstract dark chart: a flat line dropping away, with faint cyan markers appearing long before the fall

Churn is a lagging indicator. The ticket is not.

By the time the number moves, the account decided months ago. The transcript said so at the time.

Abstract dark panel: one large glowing cyan figure above faint rows of unreadable ticket data

What one cluster of tickets is worth in MRR

“Export times out” is not a bug report. It is a number, and you can put it on the roadmap.

One plan. Per seat. Ingest is free.

Per seat, per month

$59$49 on annual

We never charge by ticket volume. A rough month for support should not be a billing event.

Start a pilot

Every plan includes

  • Unlimited message ingest
  • All connectors: Zendesk, Intercom, Front, Gong, Help Scout, email
  • 90-day historical backfill on day one
  • Churn and support-load quantification
  • Slack spike alerts
  • Linear and Jira export
  • SSO and SAML on every plan
  • Viewers are free. Seats are for people who act on the list.

Request a demo

See it on your own queue.

We backfill ninety days of your support before the call, so the first thing on screen is your ranked list, not a sandbox. Twenty minutes. No deck.

  • One connector, read-only, revoked after
  • Your top ten issues, costed in churn and load
  • An engineer on the call, not just an AE

Concept build · nothing is sent

Run Northlight on last quarter's queue.

Connect one source and Northlight rebuilds ninety days of support into a ranked, costed issue list. It takes about an hour. If the top of the list surprises nobody in the room, don't buy it.