Migrating from classic Feedback to Pendo Listen involves making decisions about the following data:
- Feature requests. Choose whether you want to migrate feature requests in classic Feedback as either feedback items or ideas in Pendo. This choice has implications for how votes appear in Listen and how you map your feedback statuses.
- Statuses. Choose how you want to map statuses on your feature requests in classic Feedback to feedback items or ideas in Pendo Listen. This depends on whether you choose to map your feature requests in classic Feedback to feedback items or ideas in Pendo Listen.
You communicate these decisions when you request a migration through Pendo Support. For more information, see Migrate from classic Feedback to Pendo Listen.
You also need to reconfigure any integrations that you currently have for any Listen-specific versions in Pendo Listen, such as Jira or Salesforce. For more information, see the Integrations section in this article and Migrated functionality in Listen.
Feedback requests
You can migrate your feedback requests in classic feedback as either feedback items or ideas in Pendo Listen.
- If you migrate your feature requests as feedback items in Listen, votes are migrated on the backend, but aren't visible in Pendo yet. For more information, see Migrated data and functionality in this article.
- If you migrate your feature requests as ideas in Listen, feature request votes appear as votes on the equivalent ideas in Listen.
In most cases, we recommend migrating your feature requests in classic Feedback as feedback items in Listen, rather than ideas. This is because:
- Ideas in Listen represent proposed solutions and product directions that are defined by your organization, whereas individual pieces of feedback represent the problem space as defined by your end users, consisting of varied, granular input.
- Feedback items in Listen are the raw data that you can extract themes from and then link to fewer but more formulated ideas. Linked feedback items are treated as "votes" (evidence) for these ideas, rather than representing the ideas themselves.
- Ideas should be high quality because they are curated and managed by you, the Pendo user. You can then present particular ideas in an ideas portal or an ideas test based on your product plans.
For the above reasons, there are typically far more feedback items than ideas, with several feedback items linked to an idea. For more information, see Gather evidence for ideas.
Statuses
When you migrate to Pendo Listen, you must decide and let us know how to map the statuses of your feedback items in classic Feedback to the equivalent feedback items or ideas in Pendo Listen.
There are six possible statuses in classic Feedback. These have default names that you might have customized for your Feedback workflow. In Pendo Listen, there are:
- Three possible statuses for feedback items (New, Under review, and Reviewed)
- Six possible statuses for ideas (New, Under consideration, In discovery, In development, Now available, and Archived).
Because there's a discrepancy between the number of statuses for feature requests in classic Feedback and the number of statuses for feedback items in Pendo Listen, you can map multiple statuses in classic Feedback to a single status in Pendo Listen. For example, you can map "Building", "Released", and "Planned" in classic Feedback to the "Reviewed" status for feedback items in Pendo Listen.
To preserve the original six statuses that you have in classic Feedback, you can add tags to the original feature requests in classic Feedback that match their statuses. These appear as labels in Pendo Listen. For more information about labels, see Organize Listen data with labels.
You can also choose not to migrate feature requests that have specific statuses by not mapping that status to a status in Listen. For example, you might choose not to migrate all feature requests that have a status of "Released". If you decide not to migrate a status, let us know when you request a migration so that we know this is intentional and not an oversight.
Integrations
Any integrations that you've set up with classic Feedback aren't preserved when you migrate to Pendo Listen. You must set up integrations separately for Pendo Listen. For information about the data created through these integrations and how you can distinguish this data from data created through integrations with classic Feedback, see Migrated data functionality in Listen.