Take a tour of Pendo Feedback

This article provides an overview of the UI and functionality that you and your customers can expect to see depending on how you choose to provision Pendo Feedback. 

You can use Pendo Feedback to gather requests in one or both of the following ways:

  • Internally, where your team members submit requests on behalf of customers and prospects. For an overview of the internal experience of Feedback, see Internal view of Feedback, below. 

  • Through your application, where your Visitors can submit requests through a Feedback portal, widget, a module in the Pendo Resource Center, or Intercom. For an overview of the options for launching Feedback to your customers, see Customer view of Feedback, below. 

Internal view of Feedback

The internal view of Feedback gives customer-facing teams a central place to store customer feedback so that it can be used by the product team.

Rather than using Feedback through the target application, as your end-users would do, internal users sign in to the internal view of Pendo, where they can see more data, add requests, run reports, build roadmaps, and so on.

For more information on how to launch Feedback to your internal teams, see Launch Feedback and gather requests internally.

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The internal view of Pendo Feedback consists of the following pages and features, accessed through the left-side navigation.

Suggest

Add requests on behalf of your customers and prospects by selecting the plus (+) icon at the top of the left-side navigation. This opens the request form.

On this form, you can add details about what the customer is trying to achieve, what their workarounds are, and which area of the product they're using. You can also add manual tags to the request to group it with other requests. For more information on tagging, see Tagging in Feedback.

Vendor Dashboard

The vendor Dashboard page, accessed through Dashboard in the left-side navigation, has two tabs: Dashboard and Customer Insights. You can filter the data in this page by Apps and Product Areas.

The Dashboard tab provides an overview of requests, including:

  • Requests that have been in the "Awaiting Feedback" status for the longest.
  • Most valuable requests from Visitors.
  • Most popular requests.
  • Latest requests.
  • Planned requests.
  • Requests received in the past week.
  • An activity timeline.

The Customer Insights tab provides an summary of:

  • Key insights uncovered by Feedback, such as which Account had the least requests fulfilled and which Account was the most concentrated around a small number of requests (focused).
  • Account outliers, telling you which accounts voted for requests that don’t fit typical trends.
  • Which Accounts got what they wanted and which didn’t.
  • The most and least engaged Accounts.
  • The most and the least focused Accounts.
  • Requests that Accounts wanted before they became inactive.

You can filter the data in the Customer Insights tab by Apps and when Accounts were created. For more information, see Customer Insights in Feedback.

Browse page

The Browse page is accessed through the left-side navigation, under Dashboard.

The Browse page consists of a list of requests, which you can sort and filter to organize your feedback. Here, you can also:

  • Bulk edit and assign requests.
  • Change the Apps and Product Areas of a selection of requests.
  • Add tags to requests.
  • Set a status for requests.
  • Merge two requests.
  • Assign requests to your colleagues.
  • Create saved views of the Browse page based on your chosen filters.

For more information, see Manage requests in the Browse page.

Reports page

The Reports page is accessed through the left-side navigation, under Browse. It consists of three tabs:

Demand reports

Use the Predefined Reports to view feedback based on popular segments, such as active paying Accounts, Visitor Impact, Effort vs. Value, and Visitor Votes. Use Advanced options to explore the data further, for example, segmenting requests by tags, status, popularity, or development effort. 

For more information, see Feedback Reports.

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What's Coming

The What’s Coming tab displays a list of features that you’re building or planning on building. This list is auto-populated based on the status of requests. You can make this visible to both Visitors and team members in Feedback Settings. You can filter this list by Apps and Product Areas. 

For more information, see “What’s Coming?” report.

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Similarity Report

The Similarity Report tab displays a list of requests that are potential duplicates or are similar enough to be merged. You can merge suggested requests from within this tab.

For more information, see Duplicate and similar requests.

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Metrics page

The Metrics page is accessed through the left-side navigation, under Reports. This page consists of five tabs:

Metrics Overview

The Metrics Overview tab shows you how many requests are in each status over different time frames. It also provides a summary of the past week’s activity.

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Logins

The Logins tab shows you how many users have looked into Feedback, and the most recent Visitors and Team members.

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Engagement

The Engagement tab shows you which Accounts, Prospects, and Team users have engaged most with Feedback over the past 30 days based on how many requests they’ve voted on or prioritized.

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Fulfilled Requests

The Fulfilled Requests tab shows you which Accounts, Prospects, and Team users have had the most requests released. This includes both requests that they’ve submitted, and requests that they’ve said they’re interested in.

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CEO Dashboard

The CEO Dashboard tab shows you how much time and money you save using Feedback, and provides an overall Return on Investment (ROI).

For more detailed information about the data in this tab, see the CEO Feedback Dashboard article.

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Releases page

The Releases page is accessed through the left-side navigation, under Metrics. This page displays a release log of requests that have a status of “Released” and how long ago they were released. 

For more information on request statuses, see Request status updates.

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Roadmap page

The Roadmap page is accessed through the left-side navigation, under Releases. This page displays any roadmaps that you’ve created or that were made visible to you by other team members. A roadmaps is a visualization tool for planning and communicating your product vision with others.

For more information, see the Pendo Roadmap article.

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Accounts page

The Accounts page is accessed through the left-side navigation, under Roadmap. Use this page, along with the Dashboard, Customer Insights, and the Browse page, to review requests and decide what to explore next. The Accounts page consists of two tabs:

Accounts

The Accounts tab gives you a list of your customers (Accounts), the number of feedback requests associated with each customer, the source of requests, and their pricing tier (Value).

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Opportunities

The Opportunities tab gives you a list of Accounts and their value, which you can use to view trends in requested features that have and haven’t been released.

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Customer view of Feedback

You can launch Feedback to customers so that they can submit their own requests through the application. There are various ways to allow your customers to submit requests through your application:

  • Portal (default view). A full-screen view of Feedback accessed with a link or button that you add to your application.
  • Widget view. A tab on the right-side of your application prompting your Visitors to submit a request through a side panel that slides out.
  • Resource Center. A module in the Resource Center that sits alongside your Support channels, knowledge base, and so on.
  • Intercom. Feedback embedded into Intercom messenger, or an Answer Bot configured to send a Feedback link when a Visitor types something that sounds like a request.

For information on how to launch Feedback to your customers and set up these options for providing feedback, see Grant Feedback access to customers.

Portal (default view)

The portal view of Feedback offers your Visitors a similar full-screen view of Feedback as the internal view, but with fewer options in the left-side navigation. Visitors see:

  • A Dashboard, where they can make a suggestion, see what’s new, view their priorities, and see what’s been suggested by others. This is different from the vendor Dashboard in the internal view.
  • A product Releases page, where they can see a log of requests that have a status of “Released” and how long ago they were released. 
  • A What’s Coming? Page that shows users what you’re planning and building. You must have “What’s Coming?” visibility set to Visitors and Team or Public on the Web in Feedback Settings for this report to be visible. Admins can customize this list in Reports > What’s Coming.

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If your product is complex, your Visitors might want to look at feedback based on different aspects of your application, like design or integrations. Visitors can narrow down the requests they see on their Dashboard to a specific part of your product using the Apps and Product Areas filters.

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You can allow customers to access Feedback through the portal with a link or button embedded into your app. For instructions, see Grant Feedback access to customers. In the example, below, the end-user accesses the portal (full screen view) through a Product Feedback link in their Options dropdown menu. Choosing this option opens the Feedback portal in the same or a new page, depending on how you configure it.

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By default, the portal URL appears as feedback.pendo.io, but you can customize this. For more information, see Feedback branding and appearance.

Widget view

The widget view embeds Feedback into your application as a tab that slides out. This allows users to:

  • Make a suggestion through a request form.
  • Look at what’s already been released.
  • See and vote on what’s been suggested by others.
  • View their priorities.

The default tab is located in the right-side of your application and says “Suggest a Request”. You can change the location, color, and wording of this tab. You can also use your own custom link or button to open the widget. For more information see Grant Feedback access to customers.

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When your Visitors open this tab, Feedback opens in a slide out. From here, your customers can add new requests or interact with existing feedback. They can also switch to the portal view using the maximize icon in the top-right.

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Resource Center

You can add Feedback as a module alongside other options in the Resource Center, where your Visitors already come for product-related questions and communications. If enabled, the Resource Center is located in the bottom-right corner of your application.

Selecting the Feedback module in the Resource Center opens either the Feedback request form, or the Visitor dashboard inside the Resource Center.

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Intercom

With the Intercom integration, you can increase the amount and quality of feedback you collect, add transparency to your product development process, and improve the customer experience. For information on setting up Intercom as an integration, see the Intercom section in Grant Feedback access to customers.

The Intercom integration with Feedback allows your customer to provide feedback without leaving the conversation. Your customers can also browse their requests and update their priorities when they navigate to the Feedback Dashboard.

You have the following options for providing Pendo Feedback through Intercom:

Feedback button

The Feedback button sits directly below the New conversation button, and invites the customer to Give product feedback to <company>. When customers select this option, they are taken to their Feedback Dashboard where they can browse their requests and update their priorities.

For instructions on how to add the Feedback link as a button on your Intercom Messenger home screen, see the Intercom section in Grant Feedback access to customers.

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Answer Bot

You can configure the Answer Bot to send the Feedback link when a customer types something that sounds like a request, such as “I have an idea”. For instructions on how to configure the Answer Bot, see the Intercom section in Grant Feedback access to customers.

Manually send a Feedback link

You can send your customer a button that grants them access to your request form. For instructions on how to set up the Intercom integration so that you can send the Feedback link as a button in your conversation, see the Intercom section in Grant Feedback access to customers.

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To send a Feedback link, select the Feedback apps button at the bottom of your chat window and then choose Ask customer to submit request.

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Redirect the customer to an existing request

You can send your customer an existing request that's relevant to the conversation. The request appears in the Intercom chat widget for your customer to open and view. The customer can then vote for that request, or comment on. From here, the customer can also navigate to their Feedback Dashboard where they can browse their requests and update their priorities.

For instructions on how to set up the Intercom integration so that you can send an existing request in your conversation, see the Intercom section in Grant Feedback access to customers.

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To redirect the customer to an existing request, select the Feedback apps button at the bottom of your chat window and then Search for a request. Use the search box to find and select the request you want to send.

Request form

When an internal user or customer submits a request, they’re presented with a form. 

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The first text field is the request. You can add more questions and corresponding text fields to learn more about the request. We recommend limiting the number of questions to three or fewer. For more information, see Request form setup and customization.

If enabled, your Visitors can additionally:

  • Upload files of up to 10MB. Enabled this by selecting Allow visitor uploads in Settings > Product Settings > Customize Request Form.
  • Choose an App and Product Area that their request relates to. Choose the visibility of these filters when you edit or create each Product Area.

Depending on your permissions as an internal user, you can:

  • Upload files of up to 250MB.
  • Choose an App and Product Area that the request relates to.
  • Add tags to help your colleagues find and organize requests.
  • Estimate the relative amount of effort to complete the request.
  • Set the visibility of the request depending on whether you want only your team to see it.

For more information on what internal users with different roles can and can’t view and edit in requests, see Manage Team: Roles and Permissions in Feedback.

Votes and priorities

Feedback allows users to vote on existing requests and then set the priority of requests they've voted on. Priority scores are considered in your Feedback reports. You can use this data to identify the “must-have” features and the “nice-to-have" features.

  • The Visitor SmartList uses a combination of number of votes, priority score, and Account value to surface the highest scoring requests across your request library.
  • The Visitor Priorities report uses only the priority scores assigned by your Visitors to uncover the requests your Visitors want the most, irrespective of vote count or Account value.
  • Your Internal SmartList considers your own organization's votes and priorities only.

Request actions

Users register their interest in a request by voting for them. They do this by opening the full details of a request and selecting the thumbs up ("I want this") icon in the Request actions section of the request.

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Next to the thumbs up icon is the snooze ("I'm not interested") icon. Selecting this means that the user doesn't have an opinion on that request and doesn't want to see it again. Selecting this option clears the request from a user's dashboard so it doesn't come up every time they sign in.

The "I'm not interested" icon doesn't add a negative weight to the request in your reports. Requests can only be influenced up rather than down.

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Users can find their "I'm not interested" requests in the Dashboard and selecting See your previous choices in the top-right of the Priorities section.

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On this page, if you select the snooze ("I'm not interested") icon again, the function is disabled and the request shows up on your dashboard again.

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My Priorities

Users can find a list of requests they've voted on under My Priorities in the portal dashboard or in the widget slide-out. A visitor can use the sliders on the right to set their priorities for these requests. 

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Each Visitor has a finite priority score, which is evenly distributed across their requests by default. When you move the priority of one request up, the others automatically move down. This encourages users to think about which requests are most important to them. 

The priority score of a request is calculated relative to other requests a Visitor wants. Once a Visitor has set a request to high priority, this request carries a higher score. Setting all requests to highest priority gives them the same score as not prioritising them at all.

Internal users can also use priority sliders. Your internal teams should only use the priority sliders to communicate how much they want a feature, not to prioritize the development of features. Your internal teams can also set priorities on behalf of your customers. For more information, see Step 5. Update votes and priorities in the Launch Feedback and gather requests internally article.