Rollup fields compute a value on each Discovery from the feedback and customers linked to it. They update automatically as new feedback comes in, so you always have a current measure of what each Discovery is worth.
They let you answer questions like:
What is the cumulated MRR/ARR of all customers linked to this Discovery?
How many Enterprise customers have requested this feature?
How many pieces of feedback on this Discovery are labelled as churn risk?
What is the average user base of the customers who requested this improvement?
Rollup fields were previously called "Customer attributes aggregation fields". Existing fields keep working exactly as before — only the name changed, and a second property type was added.
Two things you can roll up
When you create a Rollup field, you choose a Property. That choice determines what gets counted.
Property | What it operates on | Typical use |
Customer attributes | The customers linked to the Discovery | Cumulated MRR, average company size, number of Enterprise accounts |
Labels on message | The feedback linked to the Discovery | Number of feedback labelled churn, bug, or Enterprise request |
The distinction matters: a customer attribute rollup counts customers, a label rollup counts feedback. A single customer who sent five pieces of feedback counts once in the first case and five times in the second.
Prerequisites
What you need depends on the property you want to use:
For customer attribute rollups: at least one customer attribute in your workspace. Import them with our Excel import, or sync them from Salesforce, HubSpot, or Intercom. Without any attribute, the settings stay inactive.
For label rollups: at least one feedback label in your workspace.
Creating a Rollup field
Go to the Product section, click Manage fields in the top right corner, then + Add field and select the Rollup type.
Give your field a name, then choose a Property.
Rolling up customer attributes
Select the customer attribute to compute, the unit to display alongside the value and its position (left or right), and the calculation rule:
SUM (numeric attributes only) — the sum of the attribute across all customers linked to the Discovery
AVERAGE (numeric only) — the average across all linked customers
MEDIAN (numeric only) — the median across all linked customers
MINIMUM (numeric only) — the lowest value among linked customers
MAXIMUM (numeric only) — the highest value among linked customers
COUNT (all attribute types) — how many linked customers have a value for that attribute other than 0 or false. Add Count filters to narrow this to customers with a specific value.
Rolling up feedback labels
Select Labels on message as the property. The field then counts the feedback linked to each Discovery that matches your label rules.
Under Rule, choose a matching rule such as Has any of, then pick the labels to match. Click + Add Count filter to add more conditions.
For example, a field named Number of churned customers with the rule Has any of → CHURN tells you, on every Discovery, how many pieces of feedback attached to it were flagged as churn.
Label rollups pair well with Feedback automations. Let an AI automation apply a churn label as feedback arrives, and your rollup field stays current without anyone labelling by hand.
Examples
Cumulated MRR per Discovery
Your companies have a Monthly Spend attribute equal to their MRR. Create a Rollup field on the Customer attributes property, select Monthly Spend, and choose SUM.
Every Discovery now shows the combined MRR of every customer who asked for it.
Number of churn-risk feedback per Discovery
Your team labels feedback that signals a churn risk with a CHURN label. Create a Rollup field on the Labels on message property, with the rule Has any of → CHURN.
Every Discovery now shows how many of its feedback items came from an at-risk conversation — a very different signal from raw feedback volume.
Feedback from US customers
Your companies have an HS Country attribute. Create a Rollup field on the Customer attributes property, select HS Country, choose COUNT, and add a Count filter for USA.
Every Discovery now shows how many US customers contributed feedback to it.
Using Rollup fields to prioritize
Once created, the field is added to every Discovery. Its value appears inside the Discovery, in the section dedicated to numeric fields on the right.
It also appears as a new column in your Discovery table, so you can sort your Discoveries by it and prioritize based on business criteria like Revenue impact.
If you don't see the new field in the table, open your table field settings and make sure it's displayed.
Rollup fields can also be used to filter and sort your Discovery views, so you can build a view of, say, every Discovery above a certain cumulated MRR threshold.
If you have requests or ideas about how we could improve Rollup fields, we'd be happy to hear your thoughts.