Add feedback to Listen

Last updated: May 26, 2026 10:00

Pendo provides various ways of adding feedback to Listen. You can add existing feedback responses to Listen at scale, gather feedback in real time, and connect to other tools to enable colleagues to submit feedback from other software they use, such as Salesforce. This article provides an overview of the different feedback sources available to you in Listen, and how to recognize them in Listen after you start collecting feedback from these sources.

If you're a classic Feedback customer looking for information about how to add feedback requests to Listen, see Migrate from classic Feedback to Pendo Listen instead.

Feedback sources

Feedback can be created or imported into Listen from Pendo tools and external systems. There are three main types of feedback sources you can connect to in Listen:

Pendo sources. Feedback created and collected using tools within Pendo, such as guide polls, surveys, feedback forms, and ideas portals.
AI-assisted integrations. AI automatically imports feedback from external sources if product-relevant highlights are detected. External systems supported include Zendesk and call transcriptions from Zoom, Gong, and Microsoft Teams. For more information on how we use AI to connect feedback sources, see Use AI-assisted integrations to collect product feedback.
Manually imported sources. External sources you manually upload or connect to Listen, such as CSV files, Slack messages, API connections, or the Salesforce integration.

Pendo sources

The following feedback sources are created and managed in Pendo.

Guide poll responses. Import existing and future poll responses, either through Listen directly or through the Guides settings page. For more information, see Send guide poll responses to Listen.
Survey responses. Bulk import existing and future survey responses to Listen. This can be done directly through Listen or in the survey settings. For more information, see Send survey responses to Listen.
Feedback form. Customer-facing teams with Pendo access can send feedback to Listen on behalf of a visitor using the feedback form in Pendo. For more information, see Submit customer feedback.
Ideas portal. Invite your visitors to provide feedback and vote on ideas through an ideas portal. For more information, see Engage users through an ideas portal.

AI-assisted integrations

Some feedback sources are connected via integration but only send feedback to Listen when product-relevant data is detected by AI. These AI-assisted integrations require the Listen Explore setting to be enabled in your subscription.

Send feedback from Zendesk. Use support ticket data from Zendesk as a feedback source in Listen. For more information, see Zendesk integration with Pendo Listen.
Import call transcripts from Gong, Zoom or Teams. You can configure call transcripts that contain product-relevant feedback to be automatically imported into Listen as a feedback source. For more information, see Connect Listen to Gong, Connect Listen to Zoom and Connect Listen to Teams.

Manually imported feedback

You can add feedback to Listen by uploading or connecting data from external sources, such as Salesforce or CSV files.

Send feedback through the API. Send any feedback data from external systems or records through the API. For more information, see our API documentation.
Upload a CSV file. Import up to 5,000 rows of your customer feedback using a CSV file. This creates a new feedback view, filtered by your CSV source. For more information, see Upload a CSV file of feedback to Listen.
Send feedback from Slack. You can send individual messages or threads as feedback into Listen, and associate each feedback item with a visitor or account. Add supporting metadata such as apps and Product Areas for easier filtering of feedback. For more information, see Send feedback from Slack to Listen.
Collect feedback through Salesforce. Allow customer-facing teams to submit feedback on behalf of customers through Salesforce. For more information, see Salesforce integration with Pendo Listen and follow the instructions outlined in Set up the Salesforce integration with Pendo Listen (beta).

Connect feedback sources

If you don't have any connected sources, go to Listen > Listen settings > Feedback sources. This opens a card view of possible feedback sources that you can connect to Listen.

If you already have at least one connected source and want to add another, go to Listen > Listen settings > Feedback sources and then select Connect sources in the top-right corner of the Feedback sources page.

To upload a CSV file, follow the instructions in Upload a CSV file of feedback to Listen.
To send guide poll responses to Listen, follow the instructions in Send guide poll responses to Listen.
To send survey responses to Listen, follow the instructions in Send survey responses to Listen.
To connect an ideas portal, follow the instructions in Engage users through an ideas portal.
To send feedback via API, follow the instructions in the API documentation.
To collect feedback submitted through Salesforce, follow the instructions in Set up the Salesforce integration with Pendo Listen (beta).
To collect feedback through Zendesk support tickets, follow the instructions in Zendesk integration with Pendo Listen.
To send feedback from Slack, see Send feedback from Slack to Listen (beta).
To collect feedback via call transcriptions in Gong, Zoom or Teams, refer to the setup instruction for each integration.

View and manage feedback sources

To view a list of existing feedback sources, go to Listen > Listen settings > Feedback sources. This page displays a table with details for each source, including the following:

Sync status. The current connection status of the source. A connected source is labeled as Connected.
Source type. The icon and name of the source type. For example, if the source is a guide poll, the source type is indicated by a pink speech bubble icon and the word "Guides". For more information, see Feedback source icons in this article.
Source. The name of the connected source. Pendo sources are linked for you to edit the settings.
Feedback view. The saved feedback view that is automatically created and contains all the feedback from this connected source. You can create additional, custom views to blend data from multiple sources. For more information, see Save custom views of feedback.
Send to Salesforce. This setting allows you to pull data from this feedback source directly into Salesforce. For more information, see Using Salesforce with Pendo Listen.
Feedback items captured. The number of feedback items that have been sent to Listen from the source.
Last item captured. The date and time that the last feedback item was sent to Listen from the source.
Timeframe captured. The date range that historic data was pulled from.
Last updated. The date and time that the source configuration was last updated. For AI-assisted sources, this updates daily when the data sync imports feedback.
Connected on. The date and time that the source was connected to Listen.
Connected by. The Pendo user that connected the source to Listen.

Tip: To organize feedback sources by source type, select Group by source type in the top-right corner of the Connected sources table.

If you don't already have at least one connected source, you're instead presented with the Connect sources page.

Manage feedback sources

You can take the following actions on connected sources:

Filter the table by source type using the menu above the table.
Search for specific sources using the search bar above the table.
Group by source type using the checkbox in the top-right corner of the table.
Change the ordering of items in a column in the Connected sources using the arrows next to each column header.
Choose and reorder columns in the Connected sources table. Select the Manage columns icon in the top-right corner of the table and then add, remove, and reorder columns based on your needs.
Connect more sources by selecting the Connect sources button in the top-right corner of the page.
Delete sources. To delete a source, hover over it in the table and select Delete. Internal feedback forms and ideas portals can't be deleted in the Feedback sources page. Ideas portals must be unpublished in the portal editor.

Note: Deleting a source will delete all associated feedback items from Listen. If the source has created new visitor records, they won't be deleted.

Feedback source icons

After feedback is added to Listen, you can see where feedback is sent from by looking at the Source icon each item is assigned. You can find these icons in:

The Source column of a feedback view. For more information, see Manage feedback in Listen.
The Source menu in the filters of a feedback view.
The Source type column in the Feedback sources page.

Icons in a pink square indicate that the feedback item came from somewhere in Pendo. Specifically:

Icon	Icon description	Source type name	Source type description
	Green CSV icon	CSV file	Feedback imported from a CSV file.
	Pink speech bubble icon	Guides	A guide poll response in Pendo.
	Pink heart icon	NPS	An NPS survey response in Pendo. This applies if your subscription only has access to NPS surveys. For more information, see Overview of Sentiment.
	Pink speech bubble with heart icon	Sentiment	Any Sentiment survey response in Pendo, including NPS. This applies if your subscription includes Sentiment. For more information, see Overview of Sentiment.
	Pink checklist icon	Internal form	Feedback submitted using the internal feedback form in Pendo on behalf of the visitor.
	Pink thumbs-up icon	Portal	Feedback submitted directly by the visitor through a Pendo ideas portal.
	Pink pencil icon	Migration	Requests migrated from the classic Feedback product.
	Pink code icon	API	Feedback sent through an API.
	Salesforce logo	Salesforce	Feedback submitted through Salesforce on behalf of the visitor.
	Zendesk logo	Zendesk	Feedback submitted through Zendesk.
	Gong logo	Gong	Feedback imported from Gong calls.
	Zoom logo	Zoom	Feedback imported from Zoom calls.
	Microsoft Teams logo	Teams (transcripts)	Feedback imported from Teams calls.
	Slack logo	Slack	Feedback submitted through Slack.