Manage internal users

This article explains how to invite internal users to Pendo and manage their roles and permissions. Only subscription admins can access user settings. For information about user types and available roles, see Roles and permissions.

Invite new users

You can invite new users to your subscription and assign their roles during the user creation process.

1. In the top-right corner of Pendo, go to Settings > Users and teams.
2. Select + Add user in the top-right corner of the page.
3. Enter the email addresses (or "Name" <email> format) of the users you want to invite to Pendo, up to 10 at a time.
4. If needed, assign one or more teams to each user. For more information, see Organize users with teams.
5. Choose either Subscription admin permissions or Custom user permissions. This applies to all users you're inviting. For information about these options, see Roles and permissions.
6. If you choose Custom user permissions, assign specific roles to the user. For instructions, see Assign roles to a user in this article.
7. Select Invite user. Each user receives an email invitation to join Pendo. If a name wasn't provided in the invite, they're prompted to enter their first and last name when they accept the invite, which is then added to their user record.

Important: Sometimes a "no-reply" email is automatically blocked or filtered to spam. Advise your IT team to allow the no-reply email address through filters. 

Edit existing users

You can edit a user's name or roles from the Users and teams settings page.

To edit a user, hover over an existing user from the Users table and then select the edit (pencil) icon that appears at the end of the row.

This opens the Permission settings form, where you can:

• Edit the user's name.
• Edit their team assignments.
• Assign different roles to the user. For instructions, see Assign roles to a user in this article.

If you want to change a user's email address, you must raise a request with Pendo's support team.

Note: If a user hasn't accepted their invitation, their profile doesn't appear in the Users list.

Admins can't edit (or delete) their own roles and must instead be assisted by another admin in the subscription. This is best practice for role provisioning and prevents the only admin in a subscription from accidentally unassigning their own admin role.

Assign roles to a user

When inviting a new user or editing an existing user, you can assign subscription-level, app-level, and Feedback-specific roles depending on your plan and user needs.

1. Select the subscription-level permissions for sharing and editing segments and reports. For information about these options, see Subscription-level permissions in the Roles and permissions article.
2. If you're a Listen customer, choose the appropriate roles for the user. For information about Listen roles and permissions, see the Listen permissions section in the Roles and permissions article.
3. For app-level roles, select the applications you want the user to have access to, then select the appropriate user roles to grant the user the associated permissions in those applications.
   • You can assign user roles for multiple applications at the same time, allowing you to apply user roles quickly. Select multiple applications and then choose user roles that apply to all selected applications together.
   • You can assign different roles to the user for different apps. Select a single application to adjust roles for only that application and then select all applications that you want the user to have access to before continuing. For instructions, see Assign different roles for different apps in this article.
4. If you're a Feedback customer, select the appropriate permission group from the dropdown menu.
5. Select either Invite user or Save Changes in the bottom-right of the form. The label on the button depends on whether you're creating a new user or editing an existing one.

Assign different roles for different apps

If you have a multi-app subscription, you can assign different roles to a user for each app. This lets you customize a user’s access based on their responsibilities within each product.

For example, a user could have the Viewer role for App 1 and the Viewer and Guide Publisher roles for App 2 and App 3. Assigning any role to an app automatically includes the Viewer role for that app.

After selecting Custom User Permissions (as described in Assign roles to a user):

1. On the left side, select the first application or group of applications for which you want to edit the user's roles. 
   
   
    
2. On the right side, select the role or set of roles that you want to assign to the user for the selected application or group of applications. Your role selections appear underneath the name of the application on the left side.
   
   
    
3. Deselect the application or group of applications for which you just edited the user's roles. Although deselected, any roles that you assign to the user for those applications appear underneath the application name on the left side.
    
4. Select a different application or group of applications that you want to add a different user role or set of user roles to.
5. Select the role or set of roles that you want to assign to the user for the selected application or group of applications. A message appears to remind you that the user has different roles assigned to them for different applications. 
   
   
    
6. Repeat this process until you've assigned appropriate roles to the user for each application. Under the application names on the left side, check which roles have been assigned to the user for which applications.

If you want to edit the user's roles for a specific application, including adding or removing a role, select only that application and edit the roles. Then, reselect all applications that you want the user to have access to.

Bulk actions

Subscription admins can edit permissions or remove multiple users at once. This is useful when onboarding a new team, reorganizing access across apps, or offboarding multiple users at the same time.

Select users for bulk actions:

1. Go to Settings > Users and teams.
2. Select the checkboxes next to the users you want to update. You can select up to 100 users at a time.

When you select one or more users, action links appear at the top of the table.

Note: Some users can't be selected, including your own account and users who haven't accepted their invitation yet.

Assign users to teams in bulk

You can add multiple users to one or more teams directly from the table on the Users and teams page.

1. Select the users you want to update by checking the boxes next to their names.
2. Select Add to teams above the table.
3. Choose the teams you want to assign, then select Add.

The Teams column in the table shows each user's current team assignments.

Edit user permissions in bulk

Use bulk edit to add or remove subscription-level and app-level permissions for multiple users at once.

1. Select the users you want to update by checking the boxes next to their names.
2. Select Edit permissions from the action links that appear at the top of the table.
3. In the Edit user permissions overlay, choose the type of change from the dropdown:
   • Select Add user permissions to grant additional roles.
   • Select Remove user permissions to revoke existing roles.
4. Select the subscription-level roles you want to add or remove. Optionally, select specific apps and app-level permissions to assign.
5. Review the list of selected users on the right side of the overlay.
6. Select Confirm changes.

Remove users in bulk

Use bulk remove to delete multiple users from a subscription at once.

1. Select the users you want to remove.
2. Select Delete users from the action links that appear at the top of the table.
3. Enter I understand in the confirmation field.
4. Select Delete.

Removing users permanently revokes their access to the subscription. For information on the full impact, see Remove a user in this article.

Remove a user

Admins can remove users from the subscription, but can’t remove themselves. Removing a user revokes their access and can impact the visibility of content they created.

To remove users from a subscription:

1. Go to Settings > Users and teams.
2. Find and hover over the user.
3. Select the delete (trash can) icon at the end of the row.
4. Select Remove User.

Removing a user results in the following:

• Any guides, public reports, and public segments created by the removed user remain in Pendo, but the creator no longer has access to the subscription to view or edit them.
• Segments and reports that were set to a visibility of Only Me by the removed user are no longer visible.
• The removed user who created any guides, segments, and reports is still visible as the creator.
• Reports and dashboards created by a removed user can't be edited by other users.
  • Admin users can delete reports created by other users.
  • You can submit a ticket to Pendo Support to request the deletion of a dashboard for a removed user.

If the removed user has a Salesforce or HubSpot integration connected to their account, we recommend reconnecting the integration under a different user account to avoid interruptions to your daily syncs.