How Can We Help?

Tagging in Feedback

Last Updated:

Tagging offers a flexible way of tracking ideas and segmenting your reports so that you can analyze product demand at a granular level.

Tagging allows you to group your data. Tags can apply to requests, users (teams, visitors, and prospects), and accounts. This makes it easier to efficiently analyze your data.

You can then use these tags to take a closer look at your data with Feedback Reports. You could, for example, see the most popular requests by Enterprise customers who are based in Europe.

 

Adding Tags

Rather than trying to tag every user or every piece of feedback you receive, we recommend that you focus on groups of users, requests, or accounts. Start small, and work your way up as you find knowledge gaps in your feedback database.

Tags can be added through Pendo Feedback to requests, to visitors, team users and accounts based on your strategic goals. For more information, see the following articles:

 

The quickest way to add tags is to set up auto-tagging when you configure the Pendo snippet. Auto-tagging can additionally be configured using Feedback API's. 

Auto-tags will pull data from your product, and automatically add tags to visitors and accounts in Pendo Feedback. This lets you view requests and reports from specified user or account groups.

For more information on auto-tagging, see Auto-tagging in Feedback.

Tag categories

Categories offer a way of grouping tags together in your in the Reports and Browse pages of Pendo Feedback. This makes it easier to find the tags you're looking for.

To add a category, enter the tag like you normally would, but use the following format:

CATEGORY:TAG

For example, you might type, "Industry: Education". In this example, "Education" is the tag, and "Industry" is the category.

mceclip0.png

You can also select existing filters that appear as you start typing.

mceclip2.png

Note: Creating new tags is restricted to users who have the correct permissions. For more information, see Manage Teams: Roles & Permissions in Feedback.

Once you've added a tag & category, the category and associated tags will be added to your Reports and Browse pages, where the category has created one easy drop-down menu:

mceclip3.png

 

Request tags

To categorize your tags so that you can quickly access them in your in the Reports and Browse pages of Pendo Feedback, use the format ("Category:Tag") shown in these examples.

  • Product areas. See product area management.
  • Projects or themes
    • Project:Integrations
    • Project:Test
    • Project:Customer UI Overhaul
    • Project:Reporting
    • Theme:Automation
    • Theme:Faster triage process
  • Problem or pain point
    • Problem:Ticket management / efficiency
    • Problem:Complex system issue
  • Strategic goals
    • Strategy:Decrease churn across enterprise accounts
    • Strategy:Increase SMB sales
  • Functions
    • Function:Onboarding
    • Function:Communication
  • Integrations
    • Integrations:JIRA
    • Integrations:Salesforce
  • Workflow or status clarifications
    • Status details:Reviewed + Tagged
    • Status:Needs translation
    • Status:Waiting for clarification
  • Project owner. See also, product area management.
    • Owner:Bill D
    • CSM:Sally M
  • Expansion potential
    • Expansion:100-499
    • Expansion:500-999
    • Expansion:1000+
  • Product version
    • Version:1.1
    • Version:2.4.5
  • Other ideas
    • Customer Success:Quick Win (for example, if a request may be a small tweak to an existing feature)
    • Customer Success:Efficiency Project (for example, if a request is a pain point related to a bigger pain point the CS team is seeing more often)
    • Customer Success:Strategic (if your customer success teams notice a theme or project that ties to a strategic goal)
    • Sales:Strategic (if your sales teams notice a theme or project that ties to a strategic goal)
    • Trends:Sales (for example, if your sales team has noticed trends
    • Risk:Customer value (if a request is stopping customers from getting value from your product)
    • Risk:Lost sale (if a feature blocked a sale, in this case add the prospect to the request and add a private note in the comments)
    • Risk:Potential bug (if a request is not quite a bug but the feature isn't performing as the customer expected)

User tags

To categorize your tags by users, which could be your visitors or prospects, use the format ("Category:Tag") shown in these examples.

  • Persona
    • Persona:Bob
    • Persona:Jill
  • User role or access level
    • Role:Admin
    • Role:Limited
    • Role:View only
  • Job title, team, or role
    • Job title:CXO
    • Job title:CSM
    • Job title:Admin
    • Job role:Sales
  • Customer Advisory Board Member
    • CAB:Yes
    • CAB:No
  • NPS Category
    • NPS:Detractor
    • NPS:Passive
    • NPS:Promoter

Account tags

To categorize your tags at the account level, use the format ("Category:Tag") shown in these examples.

  • Account owner or CSM
    • Owner:Bill
    • CSM:Sally
  • Industry
    • Industry:Education
    • Industry:Finance
  • Region
    • Region:Europe
    • Region:Eastern USA
    • State:Texas
    • Country:UK
    • City:Spokane
  • Plan type
    • Plan:Starter
    • Plan:Gold
  • Strategic
    • Strategic:Yes
    • Strategic:No
  • Customer Advisory Board Account
    • CAB:Yes
    • CAB:No

Team tags

To use tags to organize your teams, use the format ("Category:Tag") shown in these examples.

  • Regions
    • Region: Europe
    • Country: Mexico
    • City: Boston
  • Roles
    • Role: CSM
    • Role: Account Manager
    • Role: VP Sales
  • Verticals
    • Vertical: Education
    • Vertical: Finance
    • Sector: Health
  • Projects
    • Project: UX Improvements
    • Project: Integrations

 

Related articles