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Customer feedback is scattered across hundreds of conversations, so product hears the loudest voices instead of the common ones. Hops reads the month’s conversations and groups them into themes with counts and quotes.
How it runs: Scheduled. An automation runs on day 1 of each month at 9am, posts last month’s themes and saves a Doc. You can also ask Hops any time.

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What it does

  • Reads the whole month. Hops goes through conversations in Intercom or Zendesk, not a sample.
  • Groups by product area. Themes follow the product areas list you pinned in the Space.
  • Measures each theme. Mention count, trend against last month, two example quotes and a priority.
  • Links to sources. Every theme links back to the conversations behind it.
  • Connects to the backlog. Hops notes themes that already have a Linear or Jira issue and flags those that do not.
Intercom connection, Hops read 640 conversations and grouped them into themes

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Ask Hops

Copy a prompt into any chat with Hops, or mention @Hops in a Space.
Example reply:
Feedback themes for September, from 640 conversations:
  • CSV export is slow: 74 mentions, up 31%. Priority: high.
  • Missing SSO for small teams: 52 mentions, flat. Priority: medium.
  • Dashboard filters reset: 41 mentions, new. Priority: medium.
  • 2 of the top 3 themes have no issue yet.

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What you get

  • A monthly post. The top themes are posted in the Space chat or your Slack channel.
  • A saved Doc. Each month’s themes are saved as a dated Doc in Docs, so you can compare months.
  • Answers on demand. Ask Hops to dig into one theme at any time.

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Connections needed

Connect these apps. Each card opens Connections in the app.

Intercom

Customer conversations (or Zendesk).

Zendesk

Customer conversations (or Intercom).

Linear

Link themes to issues (or Jira).

Jira

Link themes to issues (or Linear).

Slack

Where the monthly themes are posted.

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Set it up

1

Connect your apps

Connect Intercom or Zendesk, Linear or Jira, and Slack in Connections.See Connections.
2

Create the Space

Create a product-eng Space and pin your product areas list in Space context.See Spaces and Space context.
3

Add the skill

Give Hops these instructions:
See Build a skill.
4

Schedule it

Create an automation that runs on day 1 of each month at 9am. It posts last month’s themes to the Space and saves them as a Doc in Docs.See Automation.