Use the Support section of the Pendo Resource Center to create a new request or view all of your existing requests, regardless of ticket status.
Who can contact technical support
Only paid Pendo subscriptions include direct access to technical support. If you're on a free plan, you can chat with the Pendo Support Bot for help, but you can't create support tickets and are encouraged to engage with us and other Pendo users through our Community instead.
If you need support with Credly, contact productledcertified@pendo.io instead of technical support. If you've taken a Pendo x Mind the Product course and haven't received your certification through email within one business day, try going to Credly's website (http://info.credly.com), sign in or sign up to Credly using the same email address that you used for your certification course, and accept the badge directly from your Credly account.
Open technical support from the Resource Center
To contact technical support or review your existing tickets, sign in to Pendo and select the Pendo badge in the bottom-right corner of your screen. This opens the Resource Center. Select Support, then choose one of the following options from the Home view:
Ask a question. Select this option to contact technical support with a new question or about a new issue you're experiencing. If you start a conversation, it will show when you return Home or within Messages.
Search for help. Select this option to browse through Knowledge Base articles (like the one you're reading now). You can search for specific articles and expand the window to have more room for reading content. You can also select Help in the bottom menu to search for help articles anytime.
Ask the community. Select this option to join or open the Pendo Connect Slack workspace, where you can chat with other Pendo users.
View all support tickets. Select this option to open a new tab that contains all of your existing support tickets, including those you're copied on.
Submit a new ticket
Select Ask a question to open a chat with the Pendo Support Bot. Here, you can choose to Start conversation and provide the details of your issue or question, get real-time help, and escalate to a support engineer if needed (if you're on a paid plan).
During your conversation, you have the following options:
Use the text box to chat with technical support.
Use the icons in the text box to add an emoji, insert a GIF, attach a file, or use voice-to-text.
Use the back button in the top-left corner to return to the Support module's Home.
Use the ellipsis in the top-right corner to expand the window or download a full transcript of the conversation.
Use the X in the top-right corner to close the Resource Center. When you return to the Support module in the Resource Center, you're returned to the conversation you closed out of.
Submit an urgent or high-priority issue
For issues that need addressing as soon as possible, use our priority levels to tell our support team that the issue is urgent or high-priority, why it's urgent or high-priority, and what it's impacting.
For urgent issues, you should dedicate resources to work with technical support on an ongoing basis. For high-priority issues, you might need to dedicate resources to work with technical support on an ongoing basis.
If we don't have a customer contact available or can't provide a temporary solution, the priority of the case will be re-evaluated.
Priority levels
Classification |
Description |
Urgent |
An issue that renders any Pendo product completely non-functional for all users of your application with no reasonable workaround. |
High |
An issue that significantly impairs substantial features of a Pendo product for a high number of users with no reasonable workaround. |
Normal |
An issue that impairs a feature of a Pendo product for one or more users. There might be a reasonable workaround available, but the workaround isn't scalable. |
Grant access to technical support
You can grant automatic approval for support agents to access your subscription. This saves time by removing the asynchronous back-and-forth that would otherwise be required between you and support to grant them access before they can investigate a problem.
This includes viewing subscription settings and data for troubleshooting purposes, such as inspecting segments and reports. Enabling this feature doesn't impact your data or incur additional costs.
Admins can grant support access to their subscription under Settings > Subscription Settings > Pendo Support Access. Enabling this option allows support users to view subscription settings and data for troubleshooting purposes, ensuring seamless support without impacting your data or incurring additional costs.
The setting turns off automatically on the date that you specify. The maximum access duration is 90 days. Admin users can reset the duration and turn off access at any time.
If Support Access has been turned off, Admins can turn it back on by navigating to Settings > Subscription Settings > Pendo Support Access and setting the access end date to an appropriate future date.
View existing open and closed tickets
Select View all support tickets from the Support module Home to open a list of all open and closed support tickets in a new browser tab.
Frequently asked questions
I can't sign in. How do I get help?
If you're on a paid plan and are unable to sign in to Pendo, you can use our request form to open up a ticket for us to review.
I'm a Pendo Free customer. How do I get help?
If you're on our free plan, you can get help from the Pendo Support Bot and other self-service options through our Community resources.