--- title: Roadmap Prioritisation description: Easily identify top customer friction points in support tickets and NPS for confident prioritisation --- [Skip to content](https://help.sentisum.com/roadmap-prioritisation#main-content) English Show submenu for translations [![SS-light-rectangle](https://help.sentisum.com/hs-fs/hubfs/SS-light-rectangle.png?width=70&height=50&name=SS-light-rectangle.png)](https://www.sentisum.com/?hsLang=en) - [blog](https://2894767.hs-sites.com/blog) Open main navigation Close main navigation - [blog](https://2894767.hs-sites.com/blog) - English Show submenu for translations - [Contact us](mailto:support@sentisum.com) [Contact us](mailto:support@sentisum.com) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.sentisum.com/?hsLang=en) 2. [How Product Teams Can Use SentiSum](https://help.sentisum.com/how-product-teams-can-use-sentisum?hsLang=en) # Roadmap Prioritisation ## Easily identify top customer friction points in support tickets and NPS for confident prioritisation Most issues that bring customers to support are due to customer friction, whether that's coming across a bug, a usability issue, or asking to do something that is not given as an option in the product (e.g. cancelling subscription). SentiSum Tags help you to accurately identify issues mentioned in support tickets and NPS responses. Here are a few ways you can identify the main priorities that will have the most impact to your customers (it's recommended that you select a longer term date range such as 1 month, 3 months or 6 months): ### Top mentions in NPS detractors To understand the main reasons why customers give a poor rating, do as follows: **Choose 'NPS' In The Top-Left Dropdown \> Discover \> [Add Filter](https://help.sentisum.com/knowledge/filters?hsLang=en) \> Select Rating \> Select Detractor Scores (0-6) \> See Top Mentioned SentiSum Tags On The Left** ![](https://help.sentisum.com/hs-fs/hubfs/Screenshot%202023-03-29%20at%206-15-13%20PM-png.png?width=513&height=82&name=Screenshot%202023-03-29%20at%206-15-13%20PM-png.png) ### Top reasons for contact, or recent increases Summary in Support will also give you a quick snapshot of what to prioritise in top reasons for contact and top increases: **Choose 'Support' In The Top-Left Dropdown \> Summary \> [Add Any Relevant Filters](https://help.sentisum.com/knowledge/filters?hsLang=en) \> Look At Top Reasons For Contact and Top Increases** ### Top reasons for cancellation In Support, you can also filter by different SentiSum Tags to understand top reasons for cancellation: ![](https://help.sentisum.com/hs-fs/hubfs/Screenshot%202023-03-29%20at%206-17-09%20PM-png.png?width=531&height=85&name=Screenshot%202023-03-29%20at%206-17-09%20PM-png.png) As well as top reasons for requesting refund: ![](https://help.sentisum.com/hs-fs/hubfs/Screenshot%202023-03-29%20at%206-17-50%20PM-png.png?width=501&height=80&name=Screenshot%202023-03-29%20at%206-17-50%20PM-png.png) We hope you find SentiSum useful when looking at roadmap prioritisation! Let us know if you have any feedback on how helpful these strategies are! - [Getting Started](https://help.sentisum.com/getting-started?hsLang=en) - [Integrations](https://help.sentisum.com/integrations?hsLang=en) - [Understanding AI](https://help.sentisum.com/understanding-ai?hsLang=en) - [Reading Your Dashboard](https://help.sentisum.com/reading-your-dashboard?hsLang=en) - [Personalise Your Dashboard](https://help.sentisum.com/personalise-your-dashboard?hsLang=en) - [Editing Your AI Tags](https://help.sentisum.com/editing-your-ai-tags?hsLang=en) - [Search All Your Conversations](https://help.sentisum.com/search-all-your-conversations?hsLang=en) - [How Product Teams Can Use SentiSum](https://help.sentisum.com/how-product-teams-can-use-sentisum?hsLang=en) - [Reduce Support Tickets](https://help.sentisum.com/reduce-support-tickets?hsLang=en) - [Daily Customer Insights](https://help.sentisum.com/daily-customer-insights?hsLang=en) - [Improve CSAT](https://help.sentisum.com/improve-csat?hsLang=en) - [Support Automations](https://help.sentisum.com/support-automations?hsLang=en) - [Sharing your insights](https://help.sentisum.com/sharing-your-insights?hsLang=en#main-content) - [Emails and Digest](https://help.sentisum.com/sharing-your-insights?hsLang=en#emails-and-digest) - [Anomaly Detection](https://help.sentisum.com/anomaly-detection?hsLang=en) - [Slack Integration](https://help.sentisum.com/slack-integration?hsLang=en) [![SS-light-rectangle](https://help.sentisum.com/hs-fs/hubfs/SS-light-rectangle.png?width=70&height=50&name=SS-light-rectangle.png "SS-light-rectangle")](https://www.sentisum.com?hsLang=en) [mailto:support@sentisum.com](mailto:support@sentisum.com) Copyright © 2026, SentiSum