Get help with Pendo from Technical Support

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Use the Support section of the Pendo Resource Center to create a new request or view all of your existing requests, regardless of the ticket status.

Access to Technical Support requires a paid subscription to Pendo. Pendo Free subscriptions are unable to create tickets and are encouraged to engage with us and other Pendo users through our Community instead. 

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 Pendo Resource Center. Select Support and choose from the following options under Technical support:

  • Submit a ticket. Select this option if you want to contact technical support with a new question or about a new issue you're experiencing.
  • View existing tickets. Select this option if you want to see all open and closed tickets you've submitted in the past. 
  • View Pendo's status page. Select this option to view information about maintenance and known issues that we're already working on, such as product downtime or operational issues. You can also subscribe to this page to receive updates.

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Submit a new ticket

Select Submit a ticket to open the Submit a request form. Here, you can provide the details of your issue or question, and add attachments to help our team better understand the context.

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Submit an urgent or high-priority issue

For issues that need addressed 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, customers should dedicate resources to work with Pendo technical support on an ongoing basis. For high-priority issues, customers might need to dedicate resources to work with Pendo support on an ongoing basis.

Without an available customer contact, or if we can 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 some users. There might be a reasonable workaround available, but it's not scalable.

Low

An issue or question that involves:

  • A routine technical issue;
  • A request for information about application capabilities, navigation, installation, or configuration;
  • A bug affecting a small number of users.

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.

Admins can grant support access to their subscription under Settings > Subscription Settings > Pendo Support Access. Enabling this option creates a new user role in your subscription that identifies support users, allowing them to investigate issues in your subscription.

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The setting turns off automatically on a date that you specify. The maximum access duration is 90 days. Admin users can reset the duration and disable access at any time.

View existing open and closed tickets

Select View existing tickets to view requests that you've already submitted to technical support, including both open and closed tickets. From this section, you can search your requests by entering a keyword or filtering it by status.

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Frequently Asked Questions

I'm not a Pendo Free customer and can't sign in. How do I get help? 

Customers who are unable to sign in to Pendo 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?

Pendo Free customers have access to self-service support, meaning help can only be provided through our Community resources.

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