Use labels to add keywords and phrases to requests. This is an organization tool for internal users of Pendo Listen. Your visitors can't see them. Labels help you to group your data, and offer a more flexible way of tracking and segmenting feedback and ideas on a granular level than Product Areas.
Best practices for labels
As well as the guidance outlined in Product Areas and labels in Listen, we recommend that you be intentional with your labels and plan ahead.
A label can be anything: a team, an initiative, a theme, data, and so on. Create labels with your end-goal in mind. For example, you might want to use team-based labels to build a custom view of feedback for each team. Ask questions like:
- What do you plan to use labels for?
- What insights are you planning to gain?
- How do you plan to use labels in decision-making?
Limit the number of labels you create. Don't label every feedback item, especially if you receive a high volume. Focus instead on groups of feedback items.
Label categories
Use of label categories to make labels easier to find. For example, you might want to add actions for a specific team to see, such as dev: bug for the development team to address issues that are reported about the application.
When you add a label to a feedback item or ideas, add label categories to group labels together using the format: CATEGORY: LABEL. For example:
- Actions
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Action: Follow-up
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Action: Contact customer
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Action: Raise bug
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- Personas
- Persona: CSM
- Persona: PM
- Persona: Developer
- Teams
- Team: CS
- Team: Sales
- Team: Product
- Team Engineering
- Team: Support
- Products
- Product: Guides
- Product: Analytics
- Product: Listen
- Product: Integrations
- Industries
- Industry: Banking
- Industry: Healthcare
- Industry: Software
- Locations
- Location: EMEA
- Location: Japan
- Location: US
- Plans or tiers
- Plan: Gold
- Tier: Enterprise
Add labels
You can add labels to feedback items and to ideas. You can then filter your feedback and ideas by these labels in a saved feedback view or the ideas list in the Validate page. For instructions, see Filter feedback and ideas by Product Areas and labels in the Product Areas and ideas in Listen article.
To add a label to a feedback item or an idea in Listen:
- Open the individual feedback item or idea.
- Select the Labels field, ensuring that your selection is outside of any existing labels.
- Choose an existing label from the dropdown menu or start typing to create a new one.
Labels are grouped under category headings. For information about label categories and instructions on creating them, see Label categories in this article.
Edit labels
You can edit an existing label either from:
- The multi-select Labels field within individual feedback items and ideas.
- The filters at the top of a saved feedback view or the Validate page.
When you edit a label, its unique identifier within the system doesn't change. This ensures that renaming a label doesn't impact any automation rules, feedback items, ideas, and saved feedback views that they're associated with. Only the name of the label is updated while all connections with it remain in tact.
To edit a label from an individual feedback item or idea:
- Find and open a feedback item or idea from a saved feedback view or from the Validate page in Listen. This opens the feedback item or idea in a panel on the right side of the screen.
- Open the Labels menu for the individual feedback item or idea. It doesn't matter whether a feedback item or idea already has labels added to them.
- In the dropdown menu that opens, find and hover over the label that you want to edit. If the label is already selected for a feedback item or an idea, deselect the label. You can select the label again after you've edited the label.
- Select the Edit label icon at the end of the row for that label.
- If appropriate, choose a different Category for your label. You can't remove a category from a label or add a new category that doesn't already exist. To add a category, see Label categories in this article.
- Under Label rename, enter a new name for the label.
- Select Save label.
- If you deselected the label to edit it, select the checkbox next to that label to add the label back to the feedback item or idea that you're currently in.
To edit a label from the filters at the top of a saved feedback view or the Validate page:
- In Listen, open a saved feedback view or the Validate page.
- Open the Labels menu from the filters at the top of the page.
- Find the label that you want to edit.
- Hover over the label and select the Edit label icon at the end of the row for that label.
- If appropriate, choose a different Category for your label. You can't remove a category from a label or add a new category that doesn't already exist. To add a category, see Label categories in this article.
- Under Label rename, enter a new name for the label.
- Select Save label.
Delete labels
Deleting a label permanently deletes the label from Listen. If you want the label back, you must recreate the label following the instructions outlined in Add labels in this article.
You can delete an existing label either from:
- The multi-select Labels field within individual feedback items and ideas.
- The filters at the top of a saved feedback view or the Validate page.
You can only delete labels that aren't being used in a saved feedback view or automation rule. To delete a label, you must first remove it from any saved feedback views or automation rules. If you try to delete a label that's in use, a window opens to tell you that you can't continue until the label is no longer in use and where the label is currently being used.
To delete a label from an individual feedback item or idea:
- Find and open a feedback item or idea from a saved feedback view or from the Validate page in Listen. This opens the feedback item or idea in a panel on the right side of the screen.
- Open the Labels menu for the individual feedback item or idea. It doesn't matter whether a feedback item or idea already has labels added to them.
- In the dropdown menu that opens, find and hover over the label that you want to delete.
- Select the Delete label (trash) icon at the end of the row for that label.
- Confirm that you would like to permanently delete the label by selecting Delete label.
To delete a label from the filters at the top of a saved feedback view or the Validate page:
- In Listen, open a saved feedback view or the Validate page.
- Open the Labels menu from the filters at the top of the page.
- In the dropdown menu that opens, find and hover over the label that you want to delete.
- Select the Delete label (trash) icon at the end of the row for that label.
- Confirm that you would like to permanently delete the label by selecting Delete label.