Group user feedback into themes
See what users ask for most, with counts and quotes.
Product · Software · On a schedule · Updated
Works with
Slack
Intercom
Pylon
Zoho Desk
Unthread
Freshdesk
Granola
Fireflies
Fathom
Otter.ai
Read AI
Zoom
SurveyMonkeyHow do you group user feedback into themes?
To group user feedback into themes, set a Loop in Maito for Monday morning. It reads last week's tickets from Intercom, Pylon, Zoho Desk, Unthread or Freshdesk, call notes from Granola or Fireflies, and SurveyMonkey responses, groups them into themes, and posts counts with quotes and which customers asked.
How it's done today
Feedback is scattered across tools.
What Maito does
- Read feedback from tickets, calls, surveys and chat
- Group and count
- Link examples
Example
Loop run: Monday 8:00 AM · Weekly feedback themes
Feedback themes, Oct 12 to 18 187 items: 121 Intercom tickets, 34 Granola call notes, 32 survey responses. • Bulk edit: 31 customers, up from 18 last week • Faster search: 24, steady • Mobile app: 12 • SSO for smaller plans: 9 The catch: 14 of the 31 bulk edit mentions are Acme, Globex and Initech, all on the Enterprise plan with renewals before January. "We update 400 rows by hand every Friday" (Acme, Granola call, Oct 15). Search complaints are flat but 6 of the 24 came from accounts that have since cancelled. Ticket links and full quotes: feedback-oct-12.pdf.
@Maito What did Initech actually say about bulk edit?
Two tickets. #5120 (Oct 13): "No way to change the owner on more than one project at once." #5188 (Oct 16): "Our admin spent two hours on a reassignment after a team move." Both are from the same admin.
Maito (8:00 AM):
Feedback themes, Oct 12 to 18
187 items: 121 Intercom tickets, 34 Granola call notes, 32 survey responses.
• Bulk edit: 31 customers, up from 18 last week
• Faster search: 24, steady
• Mobile app: 12
• SSO for smaller plans: 9
The catch: 14 of the 31 bulk edit mentions are Acme, Globex and Initech, all on the Enterprise plan with renewals before January. "We update 400 rows by hand every Friday" (Acme, Granola call, Oct 15).
Search complaints are flat but 6 of the 24 came from accounts that have since cancelled.
Ticket links and full quotes: feedback-oct-12.pdf.
Leo (8:20 AM):
What did Initech actually say about bulk edit?
Maito (8:21 AM):
Two tickets. #5120 (Oct 13): "No way to change the owner on more than one project at once." #5188 (Oct 16): "Our admin spent two hours on a reassignment after a team move." Both are from the same admin.
How to set it up
- Ask your agent
“Every Monday at 8, read last week's Intercom tickets, Granola call notes and SurveyMonkey responses, group the product feedback into themes with counts and post the top themes in #product.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
- Connect call notes
- Granola
- Fireflies
- Fathom
- Otter.ai
- Read AI
- Zoom
- Connect survey tool
- SurveyMonkey
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It groups by what people wrote, so a request nobody put in writing never shows up. Themes are a first read, not a ranking of what to build.
Questions
Support desks like Intercom and Freshdesk, call notes from tools like Granola and Fireflies, and SurveyMonkey. Use whichever your team connected.
Yes. Each theme lists the customers behind it, so you can see when big accounts are asking.
Yes. Every quote names the source and date.
