Most product teams do a version of this quarterly: export a heap of support tickets, read through a sample, build some intuitions, write some themes on a whiteboard, and then argue about priorities in a planning meeting. It's time-consuming, inconsistent, and heavily dependent on whoever organizes the data.
Here's how to replace that entire process with a single Zointly run — and end up with a more defensible roadmap than you'd get from days of manual synthesis.
Step 1: Export Your Data
From Zendesk, Intercom, or your support tool of choice, export all resolved tickets from the last 90 days. Most tools let you include the ticket subject, body, and any tags. Export to CSV — you don't need to clean it up heavily, but remove any PII your policy requires.
- Include: ticket body text, date, user plan/tier if available, resolution status
- Exclude: agent responses, auto-responder threads, internal notes
- Aim for: one entry per customer issue, not one entry per message
Step 2: Run the Analysis
Paste your data into Zointly or upload the CSV directly. Hit Analyze. For 500 entries, the analysis typically completes in 60–90 seconds. You'll see a live progress indicator as the system processes entries in batches.
If your export has more than 1,000 rows, consider splitting it into two runs — one per month of the quarter. This gives you trend data as a bonus.
Step 3: Read the Opportunity List
The Overview tab shows your top opportunities ranked by Demand Score. Don't just read the titles — click into each one. The Evidence tab for each opportunity shows you the exact customer quotes that drove the score. This is the material you'll bring into planning.
"Having the verbatim quotes in the report completely changed our planning meeting. Instead of arguing about priorities, we were reading customer sentences out loud. The room gets quiet fast."
Step 4: Build the Roadmap Artifact
The PRD tab generates a draft specification for your top opportunities. Use it as a starting point — it won't replace your engineering conversations, but it gives you a structured artifact that captures the customer need, the urgency signal, and the evidence base before a single line of code is written.
Step 5: Share with Stakeholders
Share the full report link with engineering, design, and leadership. Every claim in the report links back to evidence. If someone challenges a priority, you can show them the quote — not just summarize it from memory. This is what makes evidence-driven roadmaps defensible in a way that gut-feel prioritization never is.
The Real Time Savings
The 90-second headline is accurate for the analysis itself. The real saving is the 2–3 days of manual synthesis that gets eliminated — the spreadsheet wrangling, the theme-coding, the debate about which anecdotes are representative. Zointly doesn't replace your product judgment; it gives you a far better starting point to apply it.