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Tagging in Feedback

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Why is this important?

Tagging offers a flexible way of tracking different types of ideas. This allows you to segment your reports in a variety of ways and analyze product demand at a granular level.

What is tagging?

Tagging allows you to group together and segment out your data. They can apply to requests, users (teams, visitors, and prospects), and accounts.

You can then use these tags to dive down deeper into your data when it comes to reporting. You could, for example, see the most popular requests by Enterprise customers who are based in Europe.

This makes it easier to efficiently analyze your data.

Request tags

Using the format used in these examples ("Category:Tag") categorizes your tags and quickly access them in your reporting / browse UI. (See below.)

  • Product areas
  • 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 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

Apply these to your users, which could be your visitors or prospects. Examples include:

  • 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

Apply these at the account level. Examples include:

  • 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

Use these to organize your teams. Examples include:

  • 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

Tag categories

Categories offer a way of grouping tags together on the reporting and browsing pages. This makes it easier to find the tag(s) 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, "Project: Integrations". In this example, "Integrations" is the tag, while "Project" is the category.

Here's an example of an account tag being added: 

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Once you press tab, enter, or click outside the box, the tag will be created. Or you can select existing filters that appear as you start typing. Here are some example request tags & categories:

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Note: Creating new tags is restricted to users who have that permission enabled, but users who do not have the correct permission will still be able to select tags from the pre-populated drop-down menu. More on permissions in Feedback here.

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:

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Adding Tags

The key to tagging efficiently is to focus on the groups of users, requests or accounts which will directly contribute to your strategic goals, rather than trying to tag every user or every piece of feedback. Start small, and work your way up as you find knowledge gaps in your feedback database.

Tags can be added via the UI to requests, to visitors, team users and accounts:

By far the quickest way to add tags is to set up auto-tagging when configuring the Pendo snippet. Auto-tags will pull data from your product and automatically add tags to visitors and accounts in Pendo Feedback. This lets you pull reports and view requests from specified user or account groups.

Auto-tagging can additionally be configured using Feedback API's or the SFDC integration. Note that Salesforce auto-tagging will supersede (and therefore remove) any auto-tags defined through the snippet and APIs, so you should only use one or the other.

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