This article summarizes what migrating from classic Feedback to Pendo Listen involves, and provides some information and guidelines for this process.
Pendo Listen is a platform for continuous delivery, validation, and communication that goes beyond collecting and responding to individual feedback requests. It offers AI-powered insights and a more complete set of tools that allow you to:
- Gather, manage, and analyze feedback.
- Validate ideas that emerge from this feedback.
- Promote validated ideas to features on your roadmap.
- Integrate with other technology important to your product life cycle, including Jira and Salesforce.
For more information about the features and functionality of Listen, see Overview of Pendo Listen. For tutorials, visit the Pendo Academy.
Prerequisites
- Listen in your contract and enabled for your Pendo subscription.
- Admin user permissions in Pendo to make the migration request. We can't accept migration requests from non-admins.
How it works
We complete your migration from classic Feedback to Pendo Listen when you request it. Your request includes information about how you want the data to be migrated to Listen. For more information, see Prepare your data for migration to Listen.
We recommend conducting a test migration first. For more information, see Test migration process in this article.
To start the migration, submit a migration request by contacting Pendo Support, including information outlined in Request a migration in this article. When we have all the information that we need from you, we complete the migration from classic Feedback to Pendo Listen.
We validate the data with you so that the data is imported into Listen without any errors. Presuming there are no issues, the migration takes approximately one day. You mustn't edit any data while the migration is running.
So that you can review the data that you have in Feedback and Listen, we don't immediately turn off Feedback. For more information, see After migration in this article.
Test migration process
We recommend that you run a test migration on a subset of your feedback data a few weeks before a full migration. A test migration is a partial migration of feedback requests belonging to one of the five possible feedback request statuses.
Request a test migration before a final migration to:
- Check for any issues.
- See how the data appears in Listen.
- Inform any process and customer-facing changes in preparation for your final migration.
We recommend the following sequence of actions for a test migration:
- Turn on Support access. Grant automatic approval for Pendo support to access your subscription for at least one week so that the Support team has the required access to run the test migration. For instructions, see Support access in Subscription settings.
- Request a test migration. Open a ticket with Support requesting a test migration on feature requests that are in one of your feedback statuses. For instructions, see Request a migration in this article.
Warning: Don’t edit any data that appears in Listen from a test migration until after the final migration unless doing so for testing purposes. This is because the final migration overrides the data transferred from the test migration, including feedback items already migrated.
Final migration process
After you've added Listen to your contract, we recommend the following sequence of actions:
- Update your processes. Adjust your governance plan, write a product feedback policy, and review key roles and responsibilities within your organization.
- Plan. Establish a cutoff date for classic Feedback, both internally and externally. This is the date that your users should stop submitting feedback through classic Feedback.
- Communicate. Communicate your plans and the associated new internal processes with your colleagues, including dates and next steps.
- Launch Listen. Create and launch a new visitor experience for submitting feedback. This could be an in-app poll, an ideas portal, or both. Whichever method you choose, share your product feedback policy.
- Turn off classic Feedback. Revoke visitor access to classic Feedback on the date that you established in step 2 (Plan). For instructions, see Turn off classic Feedback in this article.
- Turn on Support access. Grant automatic approval for Pendo support to access your subscription for 60 days. This provides the Support team with the required access to run the migration, and to turn off classic Feedback after the final migration. For instructions, see Support access in Subscription settings.
- Request a full migration. Contact us to request a migration to transfer data from classic Feedback to Pendo Listen. Pendo completes the technical migration on your behalf. For instructions, see Request a migration in this article.
Turn off classic Feedback
Revoking visitor access to classic Feedback on the date that you established as part of your final migration process depends on how you granted feedback access to your visitors in the first place:
- Through the portal. Remove the button or link that opens the portal from your application. The Portal (Full screen view) is still enabled in Feedback > Settings > Visitor View, but your visitors have no way of accessing it.
- With a widget view. Unpublish the widget by going to Feedback > Settings > Visitor View and switch to Portal (Full screen view). The portal view isn't visible to your users unless you embed the appropriate code into your application so that the portal is opened from a button or link.
- Through the Resource Center. Remove all visitors from the segment of the Feedback module in your Resource Center, keeping internal or test users in the segment. When you're ready to completely remove classic Feedback, delete the Feedback module from your Resource Center.
- Using the Intercom integration. Remove the Feedback button from your Intercom Messenger home screen and then turn off the integration.
For more information about these options, see Grant Feedback access to customers.
Request a migration
An admin user in the Pendo subscription must submit a migration request by contacting Pendo Support. It's important that a subscription admin does this because we can't accept migration requests from non-admins.
Request a test migration
The support ticket requesting a test migration should include the following:
- An explicit request for a test migration.
- The Subscription ID for the subscription that you want to migrate a subset of feedback items from. Your Subscription ID is displayed in the page URL when you're signed in to Pendo. It uses the following format:
https://app.pendo.io/s/[SUB_ID]/. The subscription ID immediately follows/s/. Don't accidentally copy the unique ID for a guide or report that populates at the end of the URL path when navigating Pendo. - The status of the feedback items you want to migrate for the test, such as all feedback items with a status of “Not reviewed”.
- An explicit request to migrate feature requests as either feedback items or ideas in Listen. For guidance, see Prepare your data for migration to Listen.
- An explicit indication of which feature request status you want to migrate.
Example support ticket:
Requesting a final migration for ACME CRM
Subscription ID: AcmeCRM123
I am requesting to run a test migration on our subscription for feedback requests that are in the “Not reviewed” status.
Please migrate feature requests as Feedback items in Listen.
Request a full migration
The support ticket requesting a final migration should include the following:
- An explicit request for a final migration.
- A confirmation that you would like to de-provision classic Feedback, including a de-provision date. We can’t continue until you provide this. The latest date that you can request for de-provisioning classic Feedback is 60 days after migration.
- Subscription IDs for each subscription that you want to migrate. Your Subscription ID is displayed in the page URL when you're signed in to Pendo. It uses the following format:
https://app.pendo.io/s/[SUB_ID]/. The subscription ID immediately follows/s/. Don't accidentally copy the unique ID for a guide or report that populates at the end of the URL path when navigating Pendo. - An explicit request to migrate feature requests as either feedback items or ideas in Listen. For guidance, see Prepare your data for migration to Listen.
- An explicit indication of how you want feature request statuses to map onto feedback items or ideas in Listen. For guidance, see Prepare your data for migration to Listen.
Example support ticket:
Requesting a final migration for ACME CRM
Subscription ID: AcmeCRM123
I am requesting to run a final migration on our subscription.
Please migrate feature requests as Feedback items in Listen.Date for deprovisioning: Pending our review of the final migration, please schedule de-provisioning for Jun 2, 2025.
Status mapping:
- “Not reviewed” to “New”
- “Awaiting feedback” to “Under review”
- “Planned” to “Reviewed”
- “Declined” – don’t migrate
- “Released” – don’t migrate
During migration
While we run the migration, data gradually appears in your instance of Listen. To ensure data integrity, don't edit any data while the migration is running.
After migration
We let you know by email when the migration is complete.
We don't immediately turn off Feedback. This allows you to compare the data that you have in Feedback with the data that you now have in Listen. Contact Pendo Support when you're ready for your Feedback instance to be turned off.