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💪 (Mega-)Power user features: using Zendesk/Salesforce/etc. data to prioritize

Tanguy Crusson

Update on 02 July 2025: due to (extremely) low usage of this feature, we have retired it. You can still add links to Salesforce and Zendesk to insights and see more data, but the ability to create formula fields aggregating data from 3rd party apps has been removed.

Hi everyone, here's another set of not-well-known features for how to prioritize ideas using data from 3rd party systems: Salesforce, Zendesk, Intercom, Pendo, Amplitude, Vivun

Of course this is just here to help you in prioritization discussions, it's not a case of "just let the data make the decision for you" - we don't believe that would work 🙂

Comments

Isabelle Silfver

Hi @Tanguy Crusson thanks a lot, this is very helpful.

I'm just starting out with setting up the product discovery project and I'm wondering how and what would be possible to link from Amplitude? I'm hoping to gathering and doing cross-impact analysis between the Zendesk ticket data and metrics in Amplitude.

Amanda Barber

Love this, @Tanguy Crusson - thank you!

Question - if I link Zendesk tickets individually as insights (rather than using the filters in ZD), is there not a way to display the count in the table view like you've described? When I try to add a new field with the Zendesk option, there are no available options for Data.

Jan-Hendrik Spieth

@Amanda Barberthe Data field populates once you've added your first Zendesk view as an insight to some idea.

Jan-Hendrik Spieth

@Tanguy Crussonthanks for the new deep-dive into JPD. I'll forward this to our customer support team.

Btw: we'd love to be able to "Configure Properties" for Zendesk insights ;-)

Amanda Barber

Thanks, @Jan-Hendrik Spieth

I was hoping I could end up combining the counts of filters along with unique tickets (if we don't create a filter/view.)

Appreciate your quick response!

Jesse Chelin_6wazrb

This is amazing. Any chance of supporting Hubspot?

Jan-Hendrik Spieth

I was hoping I could end up combining the counts of filters along with unique tickets (if we don't create a filter/view.)

@Amanda Barberas far as I can tell, you can, indeed both combine the "counts" via views approach and the creation of insights from individual tickets!

Sarah Payne_dam066

Also would love to know if Hubspot is on the roadmap!

Christopher Burgahn_97rcsr

Are there any updates if Hubspot is on the roadmap?

Annie O_Brien_ue1yg8

This is very helpful, thank you! Is there a way for information from 3rd party systems to be pulled in when an idea is submitted?

When our field teams put in ideas, ideally they would be able to link to the Salesforce account record and the ARR info is automatically pulled in.

Ulrich Koch_of8mv2

Do I get the update right, I can't use Salesforce data anymore in calculated fields, but is it still possible to pull the data into custom fields? Or also disabled? Would be extremely important to be able to this. I am currently investigating, if Discovery might work for our use cases and making Salesforce data available for prioritizations is a hard requirement.

Aleksi Leinonen

Disappointing to see you remove features from a paid product. JPD is still not a very mature platform and these features could've seen greater use when JPD gets more refined. For example we use Salesforce but I haven't even heard of this feature before the retirement notice.

It's discourages from adapting JPD when you see features removed. Who knows when a feature important to us gets removed?

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