Turn Support Noise into Roadmap Signal: Insights from Our Product Launch Webinar

Post-sales teams get feature requests all the time—across support tickets, Slack messages, call recordings, or email threads. The challenge is getting all that customer feedback back to your product team.

Our co-founders Marty and Robert recently shared how we built Product Intelligence to solve this problem. Product Intelligence automatically gathers customer feedback from conversational sources in Pylon, uses AI to identify and cluster feature requests, links feedback directly to product tickets, then helps teams notify customers once features get shipped.

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4 Key Takeaways on Support and Product Collaboration

1. Manual triaging doesn't scale

Robert shared how he previously tried to track feature requests. He started by manually aggregating feedback into Notion pages, but that quickly became unsustainable as our customer base grew.

"Each individual request takes thirty seconds to process. But if we're getting hundreds of these requests a day or a week, it becomes impossible," he said. "I would set aside time every Friday, then it moved to every day, and then it became unmanageable."

Even dedicated feature request tools didn't solve the problem. They tried to match similar requests together, but didn’t fully automate the process.

2. Product teams want concrete data, not anecdotes

Product teams don't want secondhand summaries of why customers want a feature. They want to see actual customer conversations and quantifiable impact.

Product Intelligence solves this by automatically linking every feature request to the original evidence, whether it’s a support ticket, Slack message, call recording, or other source. Post-sales teams can show their product team exactly what customers said, in their own words.

3. You need to close the feedback loop

Collecting and clustering feedback is only half of it. You also need to collaborate with product to build the feature, then let customers know once it’s been released.

With Product Intelligence, you can link each feature request directly to a ticket in Jira, Linear, or wherever your product team lives. All the customer evidence is automatically attached, and future mentions of the request get pulled into the existing ticket.

Once your team launches the feature, Product Intelligence helps you draft a broadcast to everyone who asked for it.

4. Small teams need to scale collaboration too

Whether you're a startup where one person wears multiple hats or a large enterprise with separate support, success, sales, and solutions teams, you’ll still encounter the core issue: It’s easy for customer feedback to get siloed and lost.

"As soon as you start [branching roles]—which happens very early in most companies—you have this problem," Robert noted. "And it's crazy how this problem scales all the way up to when you're thousands of people."

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Top 4 Questions from the Audience

Q: Can you see feature requests by product category?

A: Yes. In Product Intelligence, you can filter requests by custom fields like account tier, customer segment, or any other account fields you have set up.

We’re also building the ability to merge and split feature requests. This is especially useful for integration-heavy products where one request might actually break down into many smaller features.

Q: How do you prioritize what to build?

A: Product Intelligence makes prioritization data-driven. You can:

• Sort by number of mentions to see what's most frequently requested
• Filter by customer tier to focus on high-value accounts
• View renewal dates to prioritize requests from at-risk customers
• See when requests were last mentioned to identify urgent issues

We’ll also be releasing an ARR sorting feature, so you can see the total revenue value associated with each feature request. This helps makes your business case even clearer.

Q: What about migrating from existing tools like ProductBoard?

A: Pylon already ingests conversational data from your customer interactions and support system, so Product Intelligence can surface more comprehensive evidence than manual tools.

When our started using Product Intelligence internally, it revealed feedback we had completely missed. "It surfaced a lot of new evidence that wasn't even getting tracked. We were missing half the evidence," Robert explained.

Q: Will this work for bugs as well as feature requests?

A: Product Intelligence focuses on feature requests right now, but we have plans to expand it to bug reports too. The same AI that identifies and groups feature requests can apply to bug tracking, so teams will have a comprehensive system for all product feedback.

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Get Started with Product Intelligence

Product Intelligence is part of our AI Assistants bundle. If you're already using Pylon with AI Assistants, you can try Product Intelligence now by clicking the Feature Requests tab in your dashboard.