
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.
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
$18.4k
MRR at risk
412 tickets · 9 accounts
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.”
Pipeline
01
Connect Zendesk, Intercom, Front, and your call recorder. Every message lands here as it happens. No tagging taxonomy, no macros to babysit.
csv-export-timeout412
02
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.
csv-export-timeout$18,400
03
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
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
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
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.”
“I used to lose a week each quarter to the voice-of-customer deck. Northlight retired the deck. Nobody has asked for it since.”
Field notes

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

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

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