Collaborate in Listen

With Pendo collaboration, you can comment on feedback items and ideas, and mention other Pendo users to start a conversation. Users that you interact with using this functionality are notified in the Notification center and by email. You can turn off email notifications by following the instructions at the end of this article.

Collaboration is also available in dashboards. For more information, see Collaborate on dashboards.

Prerequisites

To use collaboration in Pendo Listen, you must first activate the functionality for your subscription. Pendo admin users can enable collaboration by completing the following steps:

1. Go to Settings > Subscription settings.
2. In the Information section, select the Collaboration setting.
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 in Listen, regardless of their user permissions.

View comments and replies

View comments from the Comments tab of an individual feedback item or idea in Listen. The number next to the heading for the Comments tab indicates the number of comments that exist in the thread. If the number is zero (0), no comments have been added yet.

View comments

To view existing comments added to a feedback item:

1. Go to Listen > Feedback views.
2. Open a feedback view.
3. Open the Feedback items tab.
4. Find and open the feedback item that you want to view comments for.
5. Open the Comments tab.

To view existing comments added to an idea:

1. Go to Listen > Validate ideas
2. Find and open the idea that you want to view comments for.
3. Open the Comments tab.

View replies

Replies are collapsed into comment threads to help you create organized discussions around specific comments. You can see which comments have replies based on the hyperlink below a comment that tells you how many replies are in the thread. For example, 2 replies indicates that the original comment has two replies, meaning that the thread as a whole consists of three comments.

To view replies in a thread, you can either:

• Select the parent comment to open it.
• Select the hyperlink below the comment telling you how many replies are included in the thread.
• Hover over the parent comment and select the speech bubble icon.

You can then add replies to the thread. For instructions, see Respond in a thread in this article.

Add comments and replies

Listen users can add comments to individual feedback items and ideas by creating a new thread or responding to an existing thread with replies. 

Start a thread

To start a new thread in a feedback item or idea:

1. Open the Comments tab of the individual feedback item or idea.
2. Enter a comment in the comment box at the bottom of the feedback item or idea.
3. Select the right arrow at the end of the comment box.

Respond in a thread

To add a reply to a thread:

1. Open the Comments tab of the individual feedback item or idea.
2. Open the thread by following the instructions in View replies in this article.
3. Enter a comment in the Reply... box below the original comment.
4. Select the right arrow at the end of the Reply... box.

Adding a reply to a thread sends an update to the notification center of anyone already in that thread. For more information, see Review and manage new comments and reactions in this article.

Adding a reply to a thread also sends an email notification to anyone already in the thread who also has Collaboration emails turned on in their user profile. For more information, including how to turn collaboration emails on and off, see Manage email notifications in this article.

Mention other Pendo users

You can mention other Pendo users in your subscription, which sends an update to the user's notification center in Pendo. For more information, see Review and manage new comments and reactions in this article.

If the user also has Collaboration emails turned on in their user profile, they also receive an email to notify them that they were mentioned. This email shows the comment and provides the option to open the feedback item or idea in Pendo.

To mention a Pendo user in your subscription, enter @. This opens a menu of Pendo users that you can mention. Start typing the name of the Pendo user to narrow the list down and choose the user that you want to mention when the right user appears in the list.

Add and remove emojis

You can add one or more emojis to an existing comment, including replies, to react to it. To add an emoji, hover over the comment and select the smiley-face icon. This opens a menu of emojis to choose from.

If another user has already reacted to a comment, you can select that emoji to add the same reaction.

To remove your emoji reaction from a comment, select the emoji.

Update comment status

The parent comment in a thread can have one of three statuses: Open, In progress, and Resolved, indicated by the following three icons:

	Icon	Status
	Blue up-facing chevron	Open
	Yellow clock	In progress
	Green check mark (tick)	Resolved

The default status is Open.

Hover over the parent comment of a thread to see its status. To change the status, select the status icon and choose a different status from the dropdown menu.

Filter comments by status

By default, comments display in the order of thread creation time. Use the filters in the dropdown menu under the Overview tab of the individual feedback item or idea to refine which comments display in this view. This dropdown menu is only visible if the Comments tab is open and there's at least one comment added to the feedback item or idea. For more information about these statuses, see Update comment status in this article.

You can select any combination of the following statuses: Open, In progress, and Resolved.

The number next to the word Status indicates how many of the three statuses you have selected. This number can be 0 (no statuses selected), 1 (one status selected), 2 (two statuses selected), or 3 (all statuses selected).   

The number next to each of the statuses indicates how many comment threads in the feedback item or idea are assigned to each status. For example, Open (1) indicates that there is one thread assigned the Open status in the comments for the feedback item or idea. This includes all replies to the parent comment.

Share comment threads

To share a direct link to a thread:

1. Hover over the parent comment.
2. Select the ellipsis in the top-right corner of the comment.
3. Choose Copy link.

The link is now copied to your clipboard for you to share with another person. Only another Pendo user in the subscription can see the comment you share with them.

Edit comments

To edit your own comment or reply in a thread:

1. Hover over the comment.
2. Select the ellipsis in the top-right corner of the comment.
3. Choose Edit.
4. Replace or edit the comment text.
5. Select the right arrow at the end of the comment box.

Delete comments

Admins can delete comments by any Pendo user. Non-admin users can only delete their own comments. If you delete a parent comment with replies from other people, it also deletes the replies.

To delete a comment:

1. Hover over the parent comment or reply.
2. Select the ellipsis in the top-right corner of the comment or reply.
3. Choose Delete.
4. In the window that opens, confirm that you want to delete the comment or reply.

Review and manage new comments and reactions

You can see a list of new comments, replies, and reactions that are relevant to you from the notification center in Pendo. This allows you to review and manage new comments, replies, and reactions that are relevant to you from a centralized location. Specifically, from the notification center, you can review and manage:

• New replies in threads that you're in.
• New comments that mention you.
• New emoji reactions to your comments.

For more information, see Notification center.

Unsubscribe from comment threads

When you unsubscribe from a comment thread, you stop receiving notifications related to that thread in both the notification center and by email. To stop receiving notifications related to a thread, including replies, mentions, and emoji reactions:

1. Hover over the parent comment or reply.
2. Select the ellipsis in the top-right corner of the comment or reply.
3. Choose Unsubscribe.

If you decide you want to receive notifications about the thread again:

1. Hover over the parent comment or reply.
2. Select the ellipsis in the top-right corner of the comment or reply.
3. Choose Subscribe.

Manage email notifications

By default, you receive an email notification whenever another Pendo user interacts with you using the collaboration functionality in Listen. Specifically, you're notified by email when:

• Someone replies to a thread that you started or that you're in.
• Someone mentions you in a comment.
• Someone adds an emoji reaction to one of your comments.

If you don't want to receive email notifications about these interactions:

1. Go to Settings > User profile.
2. Under Collaboration preferences, use the toggle to turn off Collaboration emails.

This turns off email notifications for all collaboration in Pendo, not just Listen. This means that when you turn off Collaboration emails, you also don't receive email notifications about interactions in Dashboards.