SC
Sarah ChenOrbit Nov 12
#Could we give contractors access to just one project? Right now they can see everything in our workspace.
Customer context for product teams
Know what your customers need.
Know what to build next.
Bring scattered feedback together, understand recurring requests and issues, and give your team the context to prioritize and act.
Your customer topicsLast 30 days
Every topic links back to its sources
Project-level permissions
Teams need to control access at the project level, so they can work with clients and contractors without sharing the entire workspace.
18customers
24mentions
3sources
IN THEIR OWN WORDS Source evidence
RELATED WORKPRO-128 · Project access controls
PlannedFrom scattered feedback
to a clear next step.
Keep the whole customer story together,
from the first conversation to the follow-up.
Capture
Bring every customer conversation into view.
Gather feedback from the places your customers already talk. Keep the person, the source, and the full conversation attached.
The original context comes with every conversation.
PRODUCT WORKFLOW
Customer conversations3 sources
SC
Sarah ChenOrbit Nov 12
#Could we give contractors access to just one project? Right now they can see everything in our workspace.
AM
Alex MorganForma Nov 10
We need a viewer role for our clients. They should be able to see progress without editing anything.
JP
Jamie ParkNorthstar Nov 8
Project-level permissions would help us bring our external team into the workspace.
Understand
See the shared need behind separate conversations.
Bring related requests and issues together. See the common thread, then open the original feedback to understand the details.
24 mentions. 18 customers. One shared need.
PRODUCT WORKFLOW
Feature request
Project-level permissions
Let teams share individual projects with clients and contractors.
24 mentions18 customers3 sources
#Different conversations. A shared need.
AM
Alex MorganForma Nov 10
We need a viewer role for our clients. They should be able to see progress without editing anything.
Original feedback stays attached
Prioritize
Decide what deserves attention first.
See who’s asking, how many customers are affected, and what’s changing. Give your next planning conversation a clear starting point.
A priority you can explain to your team.
PRODUCT WORKFLOW
Priority reviewHigh interest
Project-level permissions
Customers asking18 customers
Feedback volume24 mentions
Last 30 daysAcross 3 sources
Why it needs attention
Teams can’t invite external collaborators without exposing other projects.
Evidence for your decision. Your team sets the priority.
Act
Bring customer context into the work.
Connect a customer need to the work addressing it. Keep the evidence close, so your team can move forward without digging through old threads.
The customer story stays with the task.
PRODUCT WORKFLOW
PRO-128Planned
Project access controls
Allow workspace admins to assign viewer and editor access to individual projects.
Customer context
18 customers need to work with external collaborators without sharing their entire workspace.
Evidence attached Linked to the original customer topic
Close the loop
Keep the people who asked in the loop.
When work moves forward, know who’s waiting for an update. Prepare a thoughtful response with the original conversation in view.
A request is a conversation worth continuing.
PRODUCT WORKFLOW
Work completedReply draft
SC
Sarah ChenOrbit · Original Slack conversation
Draft for review · No message has been sent
Customer context
for the whole team.
Bring the same customer understanding
into the decisions each team makes.
A clearer starting point for your roadmap.
Bring recurring requests, affected customers, and the conversations behind them into your next planning session.
What should we prioritize next?
Customer needs to discuss
1
Project-level permissions18 customers · 24 mentions
2
Scheduled exports11 customers · 16 mentions
3
Workspace search6 customers · 9 mentions
Integrations
Bring your customer
conversations together.
Support tickets, community threads, customer calls. Build a shared understanding of what people need, with the context behind each conversation.
Conversations
Where customers talk
Slack
Discord
Support
Requests behind the tickets
Intercom
Zendesk
Calls & meetings
The context in a conversation
Gong
Zoom
Reviews & social
Feedback beyond your inbox
Reddit
App Store
Google Play
Customer context
The people behind the feedback
HubSpot
Stripe
MCP
A better starting point
for your AI.
Bring the customer evidence into the tools you use to think, plan, and build. Ask about a customer need and examine the conversations behind it.
Why are customers asking for project-level permissions?
Customer context
Teams want to invite clients and contractors without exposing their entire workspace.
18 customers24 mentions3 sources
View source conversations
“Could we give contractors access to just one project?”Sarah Chen · Orbit · Slack
“We need a viewer role for our clients.”Alex Morgan · Forma · Intercom
Customer context via MCP
PointTaken
Customer needs
Shared themes, connected to the people who raised them.
Source evidence
The original conversations behind every customer need.
Related product work
Linear
GitHub
LinearGitHubFAQ
Ask your AI about PointTaken
What does PointTaken do?
PointTaken turns scattered customer conversations into a shared understanding of what people need and where they get stuck. It brings related feedback together, keeps the customer evidence attached, and connects those needs to product work and follow-up. Your team gets the context to decide what to build, what to fix, and who to update.
How is PointTaken different from a feedback collection tool?
Collecting feedback tells you what was said. PointTaken connects related conversations with the customers and needs behind them, so your team can understand the problem, weigh its importance, and carry that context into product work.
What kinds of blind spots can PointTaken uncover?
A confusing setup flow that repeatedly sends customers to support. A missing permission that keeps teams from inviting collaborators. A release that adds extra steps to a familiar task. These problems can leave error logs looking healthy while customers struggle. PointTaken brings related reports together so your team can recognize a shared problem behind seemingly separate conversations.
Why not build our own customer intelligence tool?
An internal tool can be a good starting point. The ongoing work is keeping it useful: handling changes in source data, grouping new feedback without losing earlier context, avoiding duplicate customer counts, and maintaining links to delivery work. PointTaken focuses on that continuing upkeep, so your team can spend more time using customer evidence and less time maintaining the system behind it.
Why not just ask an AI to summarize our feedback?
A summary is useful for understanding a set of conversations at one moment. Ongoing product decisions also need a way to connect recurring needs, distinguish messages from customers, and track related work. PointTaken focuses on that continuing customer context, from understanding a need to following up on it.
Does PointTaken replace our support or project management tools?
Support conversations and delivery tasks serve different purposes. PointTaken connects the customer need to the work addressing it, giving product, engineering, and customer-facing teams a shared view of why the work matters and who is waiting for an update.
Bring customer context
into your next
product decision.
Tell us where your customer feedback lives and what your team needs to understand. Request early access to PointTaken.