Your Support Team Knows the Problems. Now Prove It.
Metricsense analyzes all your support tickets from Zendesk, Intercom, or any CSV export and lets you define any insight in plain English. When your support team says “users are upset about billing,” Metricsense shows exactly how many tickets mention billing, what they say, and how the trend is changing. Every insight links to the original customer quote.
The problem
Support Can't Prove the Problem Is Real
The support team talks to users all day and knows something is broken. They send a Slack message to Product saying "users are really upset about X." Product says "show me the data." Support has no data. Just a feeling.
Three Agents Working on the Same Problem
Three different support agents independently investigate the same bug reported by different users. Nobody knows what the others are doing. Time and energy are wasted three times.
One Bad Update Breaks the Support Team
A buggy update goes live and hundreds of identical complaints pour in. There's no way to group them. Each agent handles each ticket one by one. The team is overwhelmed for days.
Deep Context Gets Lost Before It Reaches Product
Support agents understand exactly why users are frustrated. But by the time the message reaches Product, "users are furious about the checkout promo code step" becomes a flat Jira ticket: "checkout issue."
How Metricsense solves it
Connect Zendesk, Intercom, or upload CSV
Import your tickets from any support platform. Metricsense reads the full conversation, not just the subject line.
Define your insights
"What issue category does this ticket fall into?" "Rate the urgency: low, medium, high, critical." "Is this a repeat complaint from the same user?" Metricsense applies each definition to every ticket and returns structured, categorized results.
Share proof with Product
Every answer includes the exact customer quotes, ticket counts, and trend data. Export directly to Jira with the evidence attached. No more "checkout issue" tickets with zero context.
“A support team was manually categorizing tickets and sending weekly summaries to Product. Most summaries were ignored because Product couldn't verify the claims. After switching to Metricsense, the support lead shared a query result showing 200+ tickets with identical complaints about a specific API timeout, complete with the customer quotes. Engineering fixed it in the next sprint.”
Frequently asked questions
Yes. Metricsense integrates with Zendesk and Intercom natively. You can also upload tickets from any platform via CSV.
Metricsense analyzes the full conversation thread, including customer replies and agent responses. This captures the full context, not just the initial complaint but how it evolved.
Yes. Metricsense supports user segmentation. Filter by paying vs. free users, plan tier, geography, or any custom segment you include in your data.
Right now, your support lead probably sends a Slack message saying 'users are upset about checkout.' Product asks for data, and support has none. With Metricsense, your support lead can share a link showing 200 tickets about the same checkout problem, with the actual customer quotes included. That changes the conversation from 'we think there's a problem' to 'here's the proof.'
Turn your support tickets into evidence Product can't ignore.
Upload your tickets and define your first insight. Free, no credit card required.