Power user demo: using data from Zendesk/Intercom, Salesforce, Pendo/Amplitude in ideas

[#1]

Hi everyone!

It's deep in power user territory - but here's how you can currently use data from support/sales/product analytics systems in Jira Product Discovery, to help you with prioritization. 

Cheers,

Tanguy

[Dave Hennessy]

Great use of pulling all the key metrics together to add more weight to a potential idea; Systems we use that we would also find helpful to integrate with Trello, HotJar and HubSpot. 

[Brian Gumm]

Officially intrigued, Tanguy - Systems with customer data that we could potentially integrate might include Intercom, HubSpot, & Stripe! 

[Tanguy Crusson]

Well, out of the 6 you use we currently support 1. I guess that's a start

[Tanguy Crusson]

@Dave Hennessy how do you use Trello for things like this?

[Brian Gumm]

I can elaborate a bit more on Stripe data: We'd like to be able to make financial data from existing customers part of the calculus for prioritization. For us, that data lives in Stripe. I can imagine an "MRR" or "ARR" field in the Jira Product view that is able to rollup relevant revenue data from Stripe, though there would have to be a way to filter/select the relevant customer accounts in Stripe and get that filtered revenue data over to Jira Product...

And re: Intercom - You did mention in the video, Tanguy, that Intercom was something that was supported but it wasn't demonstrated in the video. Are there text-based instructions for making those links from Intercom to Jira Product that you're able to share? 

Thanks for doing these videos; they've been great!

[Dave Hennessy]

@Tanguy Crusson - We use cards in trello within our customer focus groups so they can vote on features we have in the backlog.

Votes feeding into Jira Discovery would be helpful for context of user appetite. 

We could also use count of trello tickets with a tag to tie back Jira Discovery also. 

[Tanguy Crusson]

Thanks @Brian Gumm That's super useful context. 

Re: Stripe: is the idea that you'd like to be able to say "this idea was requested by these customers, and these customers are worth X MRR"?

Re: Intercom, here's a demo for how it works

[Brian Gumm]

@Tanguy Crusson - Re: Stripe - Yes, that's it! 

[Lu Reed]

So excited! How do we go about getting the Salesforce integration enabled? 

[Tanguy Crusson]

@Lu Reed just paste a link to a Salesforce object (opportunity, other) in an insight ("attach a link") and it should work.

[Jason Pecoraro]

It is not clear where to go to set this up in current state of beta. Does anyone have any tips? 

[Sara Jew Lim]

@Tanguy Crusson thanks for this video -- it was super helpful! a follow-up question i have -- if i pull in non-numeric data from SFDC, for example, account name, is there a way for me to convert that data to field in JPD so that I could build a view of all the ideas that have come from a specific customer? Or is there another way you'd recommend achieving this goal?

[Tanguy Crusson]

@Sara Jew Lim it is not possible to do this today using this integration. After receiving ample feedback about it we are going to have to rethink how we integrate with Salesforce to make it more useful. It is not yet on the short term roadmap but we'll post an update when we start looking into it.

[Sara Jew Lim]

@Tanguy Crusson thanks for the reply -- definitely interested in any updates to this integration!

[Sara Jew Lim]

Hi @Tanguy Crusson , a follow-up question on this after my team has done a little bit more research on this.

It looks like there is an API (maybe experimental? https://github.com/Jira-Product-Discovery-Integrations/polaris-forge-ref-app/blob/master/get-insights-example/polaris/getPolarisInsights.ts) that lets us retrieve the insights tied to a particular idea in JPD. 

As I mentioned above we set up the Salesforce integration with JPD, so we are able to link SFDC accounts and/or opportunities to ideas via URL. If we use the API above to pull the insights for a given JPD idea, what data is returned for each insight? Would it include the the salesforce data itself, and/or the URL of the opportunity/account that was associated with each insight? Basically, what does "data" mean in this context: 

https://github.com/Jira-Product-Discovery-Integrations/polaris-forge-ref-app/blob/master/get-insights-example/polaris/getPolarisInsights.ts

We're wondering if we can use this to build the reporting i mentioned above outside of JPD/Jira in our own data reporting/business intelligence tools. Thanks!