Note: Feedback in Listen is different from the classic Pendo Feedback product.
When you receive feedback from a customer, you can add this feedback to Pendo Listen. You can then use this feedback to make data-driven decisions about product development.
This article describes how to add customer feedback through Pendo, what to include in the feedback form, and how to link customer feedback to ideas. If you want to add feedback to Listen programmatically, see our API documentation.
Best practices
When adding a description, focus on what the customer is trying to achieve or the problem they’re experiencing, rather than the solution. Include any context necessary for understanding, including use cases or examples, and what customers currently do.
Assign a Product Area and add labels to a feedback item to help you organize feedback and take action. For more information, see Product Areas and labels in Listen.
Submit a feedback form
Pendo users can add individual feedback on behalf of customers by submitting a feedback form in Listen. There are two ways to access the feedback form:
- Directly from the Listen menu in the left-side menu. Select + Submit feedback.
- From the Feedback views page. Open Listen from the left-side menu, select Feedback, and then select Submit feedback from the top-right corner of the page.
Note: It's possible to share the feedback form without showing the recipient the rest of Pendo. Send the following link: https://app.pendo.io/validate/feedbackform/external. You must still be a Pendo user with Listen Manager permissions to access the form. For more information about Listen permissions, see Roles and permissions.
After you've opened the feedback form:
- Use the dropdown menus under Customer to find and select an account and visitor. You can start typing the name of the account or visitor in the respective dropdown menus to narrow the search.
- Enter a title for the feedback.
- Optionally, describe what the customer is trying to achieve, such as a problem they're trying to solve or a goal they're trying to reach.
- Optionally, attach images and add a link.
- Add relevant labels. You can add a new label or select one that's already been created.
- Select one or more applications that the feedback relates to.
- Select one or more product areas that the feedback relates to. You can use the wand icon next to the product area dropdown menu to see a suggested product area based on your title, description, and apps. You can add a new product area or select one that's already been created.
- Select an importance level: must have or nice to have.
- If a relevant idea already exists, link the feedback to existing ideas. We suggest existing ideas based on the content of the form.
After you’ve completed the form, select Submit feedback. You can then choose to either:
- Complete another feedback form. Select + Add another.
- View feedback, which takes you to the feedback items list on the All Feedback page. For information about different feedback views, see View customer feedback.
Connect Salesforce
If you have Salesforce, you can also submit feedback on behalf of customers through a Salesforce integration with Pendo. The integration allows Salesforce users to submit the feedback form from a button in Salesforce. For information about how this integration works, see Salesforce integration with Pendo Listen.
You must be an admin user in Pendo to connect Salesforce to Listen. To connect Salesforce as a source for feedback items in Listen:
- Go to Listen > Feedback sources.
- If you already have at least one source connected, select Connect sources in the top-right corner. If you don't already have a source connected, you're automatically taken to the Connect sources page.
- Choose Connect Salesforce. This takes you to the Integrations page in Pendo.
- Follow the instructions outlined in Salesforce integration with Pendo Listen.