Manage feedback in Listen

Pendo Listen brings together a combination of tools to help you capture, categorize, prioritize, route, and communicate product ideas in a centralized location. For an overview of functionality, see the Overview of Pendo Listen.

This article summarizes how to manage feedback from the Feedback items tab of a feedback view in Listen.

View customer feedback

To view customer feedback, go to Listen > Feedback > All Feedback and open the Feedback items tab. This page displays all your feedback items in a table view, which shows 50 items at a time by default. Use the dropdown menu at the bottom of the table to change the number of items displayed at a time, and use the arrows at the bottom of the table to scroll through more items.

The table view of feedback is independent of who imported or submitted it. Everyone sees the same feedback items in a feedback view.

A table can consist of the following columns. You can add, move, and remove all table columns except the first two (Source and Title).

• Source. Where the feedback has come from.For more information, see Add feedback to Listen.
• Title. The descriptive name given to the feedback item.
• NPS rating. If your feedback source is an NPS survey, the NPS rating that the respondent also gave. For more information, see Send survey responses to Listen.
• Account. The account associated with the feedback. By default, this column displays the Account IDs of the accounts that your visitors belong to. You can change what value shows here by going to Settings > Metadata > Account-level data > Mappings and choosing a different value for Display name from the dropdown menu.
• Visitor. The visitor associated with the feedback.
• Description. A summary of the feedback.
• Status. Where the feedback item is in your feedback process. You can update this from the table.
• Importance. The level of importance assigned to the feedback item.
• Labels. The labels attached to the feedback item. You can edit these from the table. For more information about labels and how to use them, see Grouping with Product Areas and labels in Listen.
• Apps. The applications that the feedback relates to.
• Product areas. The Product Areas that the feedback relates to. You can edit this from the table. For more information about Product Areas and how to use them, see Grouping with Product Areas and labels in Listen.
• Assignee. The owner of the feedback item.
• Created time. When the feedback item was created.
• Created by. Who submitted the feedback form.
• Last updated time. When the feedback item was last edited.
• Last updated by. Who last updated the feedback item.
• Linked ideas. Ideas that are linked to the feedback. You can open and edit the idea by selecting it from the table. If there is a wand icon with a number next to it in this column, Listen has linking suggestions for you. For more information, see Link feedback items to ideas.

Checkboxes on the left of each row allow you to select multiple feedback items, which you can then link to an idea in bulk. For more information, see Link feedback items to ideas.

Edit table columns

You can edit all columns except the Source and the Title columns and the checkboxes to the left of it. To edit table columns, select the Manage Columns icon in the top-right of the Feedback table.

• To reorder columns, select the three vertical dots next to the column you want to move, and then drag and drop it further up or down the list of columns.
• To add a column, select the Manage Columns icon in the top-right of the Feedback table and then select + Add Column in the bottom of the window. Select a column from the dropdown menu.
• To remove a column, select the cross (X) next to the column you want to remove from the table. You can add this column back at any time.

After making your changes, select Save. This only saves your column changes. For instructions on saving your custom feedback table view, see Save custom views of feedback.

Edit multiple feedback items

You can update multiple feedback items at once from the table view. Select the checkboxes next to the items you want to change, then select Edit items and choose an action:

• Link the selected items to an idea. For more information, see Link feedback items to ideas.
• Edit the apps assigned to feedback items.
• Edit the labels assigned to feedback items.
• Edit the Product Areas assigned to feedback items.
• Edit the status of feedback items.
• Edit the assignee of feedback items. Changing the assignee sends an email notification to the new assignee.

By default, the table loads 50 feedback items per page. When you select all, the selection extends beyond the first 50 items. To edit:

• The first 100 items select all items on either page 1 or 2 to select the first 100 feedback items. This applies even if you're on the first page and only view 50 items by default.
• The first 1,000 items go to page 3 of the feedback, then select all to edit the first 1,000 feedback items.

Tip: For applying changes to large volumes of feedback data, consider using automation rules instead. For more information, see Manage feedback with automation rules.

Find and filter customer feedback

As well as changing the columns in your table view of feedback, you can filter the results in the table and then save that view to come back to later. This prompts a Save button to appear at the top of the table, which you can use to save your new table view of feedback to your Feedback views page. For more information about saved views of feedback, see Save custom views of feedback.

You can search for feedback items using one or both of the following:

• The keyword search bar at the top of the page. This searches all of Listen.
• The filters at the top of the page. These apply only to the feedback items listed.

For more information on keyword search, see Overview of Pendo Listen.

The filters are present in the Overview, Feedback items, and Topics tabs.

• Use the Segment filter to narrow down results. The default segment is Everyone.
• Use the Accounts filter to select specific accounts.
• Use the Apps filter to select specific applications.

Use further filters to find feedback items that:

• Relate to specific Product Areas. For more information, see Grouping with Product Areas and labels in Listen.
• Are assigned specific statuses.
• Were created by specific people.
• Were assigned specific importance levels.
• Include specific labels. For more information, see Product areas and labels in Listen and Organize Listen data with labels.
• Are linked or aren’t linked to ideas. For more information, see Link feedback items to ideas.
• Come from specific sources, such as guides or a CSV upload. For more information, see Add feedback to Listen.
• If the source is an NPS survey, the numerical rating given by the respondent alongside the textual response. For more information, see Send survey responses to Listen.

View and edit feedback details

To view the details of a particular piece of feedback, go to Listen > Feedback, choose a view, open the Feedback items tab, and select the feedback item from the Feedback table. This opens a panel on the right side of the page, where you can:

• Directly edit the title of the feedback item by selecting it and entering a new title
• View the visitor and account that the feedback is from.
• View who created the feedback and when.

In the Overview tab of the feedback item, you can:

• View and change the status of the feedback item.
• View and change the Description of the feedback item.
• View and add any images or links.
• View, add, and remove Labels attached to the feedback item.
• View and change the assigned Importance level.
• View and change the App.
• View and change the Product Area.

Note: All new feedback items are automatically given a status of New. You can change this to Under Review or Reviewed from within the table or from within the details page of the individual feedback item.

In the Linked tab, you can:

• View and remove linked ideas.
• View, reject, and accept suggested ideas.

Regardless of the tab you're in, you can also:

• Watch a replay of the visitor as they were submitting the feedback form. This option is only available to Session Replay customers. The replay must have been created within the last 30 days. For more information about replays in Pendo, see Session Replay overview.
• Add more linked ideas from the Linked tab. For more information and instructions, see Link feedback items to ideas.

Delete a feedback item

Deleting a feedback item can’t be undone. To delete a feedback item:

1. Go to Listen > Feedback.
2. Choose a feedback view.
3. Open the Feedback items tab.
4. Find and select the feedback item from the Feedback table. This opens a panel on the right side of the page.
5. At the top of the details panel on the right side of the page, select the trash icon. This opens a confirmation window.
6. Select Delete Feedback, or Cancel if you want to go back.

You can also delete a feedback source which deletes all feedback items imported from that source. To do this, go to Listen > Listen settings > Feedback sources, go to the CSV source which matches the file you uploaded, then select the Trash icon next to the source record.

To delete feedback items in bulk, use the Pendo API. Go to the Listen section of the API documentation and use the DELETE method. You can delete up to 10 feedback items per request. This ensures you don't accidentally delete feedback, as it can't be recovered once deleted.