Collaboration in Pendo

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Note: Collaboration is currently in early access, available to select Pendo customers for testing. The information that follows isn't a commitment, promise, or legal obligation. The development, release, and timing of any features or functionality described here are subject to change at the discretion of Pendo, which can occur without notice. If you're interested in getting early access and providing feedback, contact your Pendo account representative.

With collaboration, you can comment on individual items in Pendo and mention other users to share insights, ask questions, and celebrate data. This method of in-app communication within Pendo is intended to help you drive toward shared learnings, align as a team, and make key decisions faster.

Collaboration is currently available in dashboard widgets, where you can:

  • Add comments to dashboard widgets.
  • Manage individual comments and comment threads.
  • View all comments on the dashboard in a single view.

Prerequisites

Before you can use collaboration in Pendo, there are two steps you must complete: activate the functionality for your subscription and share dashboards with other users in your subscription.

Enable collaboration

Pendo Admins can enable collaboration using the following steps:

  1. Navigate to Settings > Subscription Settings.
  2. In the Information section, select the checkbox for the Collaboration setting.
    SubscriptionSettings_Collaboration.png
  3. Read the information in the modal, and enter I accept to consent to the terms and conditions of the functionality.

After you activate collaboration for your Pendo subscription, all users in the subscription have access to commenting capabilities on shared dashboards, regardless of their user permissions.

Share your dashboards

Any dashboard that's shared with your entire subscription or with specific Pendo users supports collaboration.

To share a dashboard, select Share in the top-right corner of the page, then add individual users or select Share with [subscription name]. If sharing with individual users, they'll receive an email notifying them that you've invited them to a Pendo dashboard.

Dashboard_Share.png

After a user gains access to a dashboard, they can use collaboration as detailed in this article.

Tip: If you or another user aren't seeing the comment icons on a shared dashboard, try refreshing your page or signing out and back in.

View and add comments

Anyone who has access to view a dashboard can add comments to individual dashboard widgets by creating a new thread or responding to an existing thread. You can have one thread per widget.

Note: Comments don't show when viewing a dashboard in presentation mode.

To add a comment or view an existing thread, select the comment icon in the top-right of a dashboard widget.

Dashboard_AddComment.png

If you're starting a new comment thread, select Add a comment... to start the conversation. If a comment thread already exists, select Reply... and enter your response. You can enter alphanumeric text and choose two additional options:

  • Mention other Pendo users in your subscription. This sends the user an email notifying them that they were mentioned on a Pendo dashboard, showing the comment and providing the option to open the dashboard and reply to the comment, or to reply directly to the email to add to the comment thread.

    PendoEmail_Collaboration.png

    You can also simply enter followed by the name within the text box.
  • Add emojisSearch for emoji names, set your default skin tone using the hand emoji next to the search bar, and browse through each section of emojis by selecting the top categories directly beneath the search bar.

Dashboard_CommentOptions.png

When viewing the latest version of a dashboard, new comments populate automatically without requiring a page load or refresh. You can also see when a user is typing in an existing thread.

Unread comments are indicated by a red dot on the comment icon with the number of new updates. Hover over the relative timestamp to view the exact date and time that the comment was added based on your device's configured time zone.

Add a comment using the same guidelines as outlined earlier in this section, and react to other comments with emojis. To add a reaction with an emoji, you can:

  • Select the Add reaction emoji icon located to the right of the comment.
  • If someone has already reacted to a comment, you can select that emoji to add the same reaction or select the Add reaction emoji icon next to the existing reactions to select a new emoji. You can react with as many emojis as you wish.

Dashboard_Widget_AddCommentReaction.png

Tip: As you use emojis through reactions or in your comments, your most frequent emojis appear at the bottom of the emoji picker.

Comments within Pendo never expire. However, when responding to a comment thread, ensure you send your drafted comment before you exit the thread, as drafts aren't saved.

Manage comments and threads

Within a comment thread, you can manage comments and threads using the Option ellipsis icon located in the top-right corner. Here are the options available that apply to the full thread:

  • Subscribe or Unsubscribe. Choose to receive or stop email notifications for a particular comment thread. You're automatically subscribed to email notifications if you're @ mentioned in a comment or if a new reply is added to a thread you've participated in (and you haven't viewed the comment within 40 seconds). You can also manually subscribe to a thread here if you haven't replied to or been mentioned in the thread.
  • Resolve. Mark a thread as resolved when a task or conversation is completed, enabling you and your team to focus on open comment threads. You can reopen a resolved thread either when viewing all comments using the comment icon at the top of the page or by selecting Reopen to reply within a comment thread.

For individual comments you've added to a thread, you can:

  • Edit. After saving edits, your comment shows (Edited) at the end of the text.
  • Delete. When deleted, your comment is replaced with Message deleted by user.

Dashboard_Widget_ManageCommentThread.png

Note: If you unsubscribe from email notifications through the unsubscribe link in the email, you won't receive further updates on that thread, even if you choose to resubscribe on the individual comment thread in Pendo.

View all comments

Select the comment icon located in the top-right corner of the dashboard to view all comments on the dashboard in a single view. Conversations are categorized into Open and Resolved comments, each accessible through separate tabs.

Dashboard_AllComments.png

Within each tab, comment threads are organized based on the dashboard widget titles they're attached to, displaying any emoji reactions and the total number of replies within each thread. Threads are ordered by the date and time of the first comment, with the oldest threads appearing first. Select a thread to navigate to that specific conversation within the dashboard.

Open comment threads

In the Open tab, you can interact with comment threads just as you would if viewing threads within individual widgets (except for resolving threads). Here, you can view and add replies, add reactions, and manage your comments and threads. However, to mark a thread as resolved, you must navigate to the comment thread within the widget.

Resolved comment threads

When a comment thread is marked as resolved, it transitions from the Open tab to the Resolved tab. If needed, you can reopen a thread by selecting Reopen next to the corresponding widget name.

Dashboard_Widget_ReopenCommentThread.png

If you select a thread from the Resolved tab, you're directed to the thread within the corresponding dashboard widget. Here, you can see who. marked the thread as resolved and have the option to reopen the thread to add a reply. If you choose to reopen the thread, the thread indicates who reopened it.

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