> ## Documentation Index
> Fetch the complete documentation index at: https://hopsdocs.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Feedback mining

> Group customer feedback from Intercom into themes product can act on.

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.

<Info>
  **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.
</Info>

## 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.

<Frame>
  <img src="https://mintcdn.com/hopsdocs/E03FYifT87c9QmFJ/images/use-cases/pe-feedback-mining.gif?s=f32f83b48b2149c1a18b35ebe1c7e021" alt="Intercom connection, Hops read 640 conversations and grouped them into themes" width="1440" height="810" data-path="images/use-cases/pe-feedback-mining.gif" />
</Frame>

## Ask Hops

Copy a prompt into any chat with Hops, or mention `@Hops` in a Space.

```text theme={null}
Mine last month's Intercom conversations for Acme and group them into themes.
```

```text theme={null}
What are the top 5 feedback themes about onboarding this quarter?
```

```text theme={null}
Which themes grew the most compared with last month?
```

```text theme={null}
Show me three example quotes for the CSV export theme, with links.
```

```text theme={null}
Which top themes have no Linear issue yet?
```

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.

## 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.

## Connections needed

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

<CardGroup cols={3}>
  <Card title="Intercom" icon="intercom" href="https://app.hops.ai/my-hops/connections">
    Customer conversations (or Zendesk).
  </Card>

  <Card title="Zendesk" icon="plug" href="https://app.hops.ai/my-hops/connections">
    Customer conversations (or Intercom).
  </Card>

  <Card title="Linear" icon="plug" href="https://app.hops.ai/my-hops/connections">
    Link themes to issues (or Jira).
  </Card>

  <Card title="Jira" icon="jira" href="https://app.hops.ai/my-hops/connections">
    Link themes to issues (or Linear).
  </Card>

  <Card title="Slack" icon="slack" href="https://app.hops.ai/my-hops/connections">
    Where the monthly themes are posted.
  </Card>
</CardGroup>

## Set it up

<Steps>
  <Step title="Connect your apps">
    Connect Intercom or Zendesk, Linear or Jira, and Slack in **Connections**.

    See [Connections](/docs/connections/overview).
  </Step>

  <Step title="Create the Space">
    Create a **product-eng** Space and pin your product areas list in Space context.

    See [Spaces](/docs/spaces/overview) and [Space context](/docs/spaces/space-context).
  </Step>

  <Step title="Add the skill">
    Give Hops these instructions:

    ```text theme={null}
    You mine customer feedback. Group conversations into themes by product area. For each theme give mention count, trend vs last month, two example quotes and a priority. Link to source conversations.
    ```

    See [Build a skill](/docs/agents/build-a-skill).
  </Step>

  <Step title="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](/docs/spaces/automation).
  </Step>
</Steps>


## Related topics

- [Product & Engineering](/teams/product-engineering.md)
- [Client feedback to tasks](/teams/professional-services/use-cases/feedback-to-tasks.md)
- [Agencies & consulting](/teams/professional-services.md)
- [Interview debrief](/teams/hr-people-ops/use-cases/interview-debrief.md)
- [Customer proof finder](/teams/marketing/use-cases/customer-proof.md)


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