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Q3 roadmap: what customers need most

Three themes carry 89 of the 3,750 feedback items in this workspace. Onboarding leads by a wide margin: 42 items across both sources, and it is the only theme that blocks new accounts before they reach any other problem.

Prepared by Alex Rivera, Product Published 4 August 2026 Covers all feedback to 4 August 2026 Sources CSV, Intercom Reading time 3 min

Recommended priority

  1. 1 Onboarding is confusing n=42
  2. 2 Slow export on large accounts n=28
  3. 3 Confusing billing and invoices n=19

Why this order, from Alex: onboarding blocks activation for every new account, so it leads. Export and billing are high volume but affect users who are already working, so they follow.

Themes and evidence

1 · Onboarding is confusing n=42

New users cannot tell what to do first 1. The blank first-run screen is the most cited single point of friction, and several accounts abandoned setup entirely 2.

"I signed up and just stared at an empty dashboard. No idea what to do first."
"My team gave up during setup because the first-run screen was blank with no guidance."

2 · Slow export on large accounts n=28

Exports time out or lag for accounts with large datasets, blocking reporting workflows 3. The complaint scales with workspace size 4.

"Exporting our account data takes minutes and sometimes just fails."
"The bigger our workspace gets, the slower export becomes."

3 · Confusing billing and invoices n=19

Invoices are hard to read and the plan limits are unclear, which drives billing tickets 5.

"I could not tell what I was being charged for on the invoice."
"The plan limits are not clear until you hit them."

Citations

  1. 1 "I signed up and just stared at an empty dashboard. No idea what to do first, or where my data was supposed to come from." Intercom, 2 days ago, customer, mid-market.
  2. 2 "My team gave up during setup because the first-run screen was blank with no guidance." Intercom, 9 days ago, customer, enterprise.
  3. 3 "Exporting our account data takes minutes and sometimes just fails." Intercom, 5 days ago, customer, mid-market.
  4. 4 "The bigger our workspace gets, the slower export becomes." Intercom, 8 days ago, customer, enterprise.
  5. 5 "I could not tell what I was being charged for on the invoice." CSV import, 3 days ago, support ticket.

Sources

  • Intercom conversations 2,910
  • CSV import, support tickets and survey responses 840
  • Total in the workspace 3,750

How this was made: the 3,750 items above were clustered into themes, personal details were scrubbed before anything was read, and any theme with thin evidence is labelled rather than dropped. Nothing in this brief was written by hand except the paragraph marked as Alex's.