Tagging in Feedback

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.

 

Add 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 add tags 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

 

Set up auto-tagging

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.

You can automatically tag Accounts and Visitors through the Pendo snippet.

Why is this important?  Tags are a flexible way to segment your reports at a granular level. Auto-tagging allows for deeper analysis and insights into your demand data without any manual input.

Tags are completely flexible, so it's up to you to decide which tags to implement. Some example Account and Visitor tags include:

 

Accounts
  • Location
  • Subscription plan
  • Contract length
  • Company size
  • Account Owner
Visitors
  • Persona
  • Job role
  • Access level

 

After setting up auto-tags, you can view the demand for your product from any set of Visitors, Accounts or opportunities you have grouped together with tags. 

If you've already installed the Pendo snippet, you can add the new auto-tags for accounts and visitors to your original installation snippet, or you can add them using our APIs: http://apidoc.receptive.io/

Key Description Example
account.tags Account tags Simple: ["automotive", "London"]
visitor.tags Visitor tag categories and their associated tags Simple: ["sales", "London"]
Tag categories: [{"title": ["Engineer", "IT"]}]

 

Tag categories

Categories offer a way of grouping tags together in the Reports and Browse pages of Pendo Feedback. This makes it easier to find the tags you're looking for. You can use the format “CATEGORY:TAG” to better organize the various tags you apply to Visitors. Categorized tags don't work for Accounts.

Here are some examples:

  • Persona: Customer Success
  • Location: Germany
  • Product origin: Dashboard
  • Price Plan: Gold

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 and 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

Add a tag category

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

Use an existing category

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

mceclip2.png

 

Example categories and tags

Use the format ("Category:Tag") shown in the following examples to categorize your tags.

Request tags

Categorize your requests so that you can quickly access them in the Reports and Browse pages of Pendo Feedback.

 

Category Examples
Product Areas See Product Areas in Feedback.
Projects and themes
  • Project:Integrations
  • Project:Test
  • Project:Customer UI Overhaul
  • Project:Reporting
  • Theme:Automation
  • Theme:Faster triage process
Problems and pain points
  • Problem:Ticket management
  • Problem: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 and Tagged
  • Status:Needs translation
  • Status:Waiting for clarification
Project owner (see also, Product Areas in Feedback)
  • 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

Categorize tags by users, which could be your Visitors or prospects.

 

Category 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

Categorize your tags at the account level.

 

Category Examples
Account owner or CSM
  • Owner:Bill
  • CSM:Sally
Industry
  • Industry:Education
  • Industry:Finance
Location
  • Region:Europe
  • Region:Eastern USA
  • State:Texas
  • Country:UK
  • City:Spokane
Subscription or plan type
  • Plan:Starter
  • Plan:Gold
Strategic
  • Strategic:Yes
  • Strategic:No
        •  

 

Team tags

Use tag categories to organize your teams.

 

Category Examples
Location
  • 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 validation

There are certain validations in place for tag values:

  • Tag values must be strings.
  • Tag categories should be a string key and values as an array of strings, where the the key is the category and the value is one or more tags.
  • Combinations of category:tags (key and values) plus simple tags are also allowed. For example:
    [{"title": ["Engineer", "IT"]}, "Admin", {"Location": ["NewYork", "London"]}]
    Where "Admin" is a simple tag.
  • Tags must be at least 2 characters in length
  • Invalid characters: , | { } : < >
  • Tag categories only work on Visitors, not on Accounts.

 

Invalid Examples

 

Tag Explanation
tags: ["Admin,IT"] Comma not allowed in simple tags
tags: [{"Title":["IT, Systems & Programming"]}] Visitor tag categories and their associated tags
tags: [{"Title":[null]} Tag value should always be a string
tags: [{"Title":["Dept | Financial and HR Manager"]} | not allowed in tag value

 

Note: If you installed Feedback (then Receptive) before 1st Jan 2017, and you have "secure mode" switched on, (so you sign the snippet data), you'll need to update the signing method to use JWT signing. This should be simpler to develop than our earlier manual signing method. 

 

Example snippet

visitor: {
  id:              62343,
  email:           'john@doe.com',
  full_name:       'John Doe',
  role:            'admin',
  creationDate:    1404326949156
tags: [{"title": ["Engineer", "IT"]}, "Power User", {"Location": ["NewYork", "London"]}] }, }, account: { id: 17, name: 'Acme, inc', monthly_value:'99.99', is_paying: true, planLevel: 995, isFoo: false
tags: ["Enterprise", "Commercial"] } }