Notification emails in Feedback

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If you pass visitor email addresses into Pendo through the install script (commonly referred to as "the snippet"), Pendo Feedback offers the ability to send notification emails so that you can:

  • Automatically inform users of changes to requests based on their notification settings.
  • Update users with personalized engagement emails.
  • Target users for specific product updates with flexible emailing.

This article describes how users (team members and visitors) can set their preferences by opting in and out of different notification types in their email settings. It also describes the Account-wide options for disabling notifications, which are available in global email settings.

Finally, this article includes instructions on how to send internal and visitor engagement emails and product updates with flexible emailing to those who opt-in.

Note: The user who sends an engagement or flexible email is copied in on the email. How the sender is displayed to recipients depends on whether you have email white label set up. For more information about email white label, see Feedback branding and appearance.

Notification emails overview

A team member or visitor subscribes to a request when they create it, vote on it, or comment on it. When you're subscribed to a request, you receive Feedback notification emails when the request is updated or commented on. Users (team members and visitors) can choose which notifications they'd like to receive in their Email settings.

Note: Automatic notification emails are only sent to visitors if the Product Area of a request is visible to both teams and visitors. Visitors aren't automatically updated about requests if the Product Area for that request is set to Team Only. For more information about Product Area visibility, see Product Areas in Feedback.

As well as opting in and out of notification emails about updates to requests, this article provides instructions on how to send visitor engagement emails, which include personalized product and activity updates for your visitors. Visitors can opt in or out of receiving engagement emails using the Release Reports option in their Email settings

Unlike visitor engagement emails, you don't need to actively create and send internal engagement emails. Internal engagement emails are automatically generated on a weekly basis and sent to team members to keep them updated about Feedback activity and their own priorities. Team members can opt in or out of receiving these emails using the Usage option in their Email settings.

You can also send product updates to specific groups of users (team members and visitors) using flexible emailing. This article provides instructions on how to send emails to users based on things like requests they're interested in, Accounts they're linked to, and tags assigned to them. Users can opt in or out of receiving these emails using the Product option in their Email settings.

Email settings

Users can opt in and out of specific types of updates (about request comments, status changes, and so on) in their Email settings.

Internal team users

To view and edit your email settings:

  1. Sign in to your Feedback account and select the profile icon in the top-right corner.
  2. Select Email settings.
  3. Choose the types of notification emails you want to receive.

You can also edit your email settings by opening the Manage Email Preferences link in the footer of any Pendo notification email.

Once in your Email settings, you have the following options for receiving notification emails:

  • New Requests. Receive a notification email when a new request is created. You can choose to be notified about all new requests, or about particular requests based on specific Apps and Product Areas. This option is off by default.
  • Comments. Receive an email notification when a request has been commented on. You can choose whether you're notified about all requests you're subscribed to, or about particular requests based on specific Apps and Product Areas.
  • Status Updates. Receive a notification email when the status of a request you're subscribed to has changed.
  • Request Assignment. Receive a notification email when a request is assigned to you.
  • Mentions. Receive a notification email when you're tagged in a request by a colleague.
  • Release Reports. Receive periodic reports on releases.
  • Usage. Receive regular reports on your Feedback activity. For more information, see the Internal engagement email section.
  • Product. Receive emails regarding new ideas, research, and beta testing. For more information, see the Product updates with flexible emailing section.

You can be selective with email notifications for new requests and comments. If you have multiple Apps in Pendo, you can choose which Apps you receive a notification for whenever there's a new request or a comment on a request that you're subscribed to. You can also choose to receive email notifications for Product Areas you're interested in.

To subscribe to email notifications for new requests that are relevant to specific App and Product Areas, select New Requests and then Specific Requests. This opens a dropdown menu where you can select the Apps and associated Product Areas you want to receive notification emails for. You can do the same for Comments.

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Visitors

Visitors can opt in and out of receiving notification emails when requests that they've subscribed to have been commented on or updated, as well as receiving emails about releases (engagement emails) and product updates (flexible emailing). Visitors have the following options for when they receive email notifications about requests:

  • Comments. Receive a notification email when a request has been commented on.
  • Status Updates. Receive a notification email when the status of a request is changed. 
  • Release Reports. Receive personalized release updates when an internal team member sends a Visitor Engagement Email.
  • Product. Receive product updates when an internal team member uses Flexible Emailing to send targeted notification emails.

Unlike team members, visitors can't subscribe to receive emails for New Requests, Mentions, or Usage Reports, which are features available to team members only.

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Email notifications for visitors can be edited by visitors themselves, or by internal team members on visitors' behalf.

Like internal team members, visitors can edit their own email notification preferences in two ways:

  • Through the Manage email preferences link in the footer of Pendo Feedback emails, which takes them to the list of options available to them.
  • In their own Pendo Feedback settings by selecting the profile icon in the top-right corner of the full-screen view and selecting Email settings.

Alternatively, internal team members can edit visitor notification preferences in Pendo Feedback on the visitor's behalf.

  1. Search for the name of the visitor you want to edit, or find them by selecting their Account and  opening the relevant visitor from the Visitor section.
  2. Select Edit in the top-right corner.
  3. Select Email settings.
  4. Choose the types of notification emails the visitor should receive.

Global email settings

You have three Account-wide options for choosing when visitors receive notification emails. Navigate to Settings > Product Settings > Email and Whitelabel and then select or deselect the following options:

  • Disable notification emails to Visitors: This option switches off visitor emails globally. Consider whether visitors would instead prefer to unsubscribe from emails themselves, as described in the previous section.
  • Disable auto-login links in Visitor emails: This option removes links from visitor emails that would otherwise allow them to sign in to Feedback directly and view their Feedback dashboard. If you're in the early stages of using Pendo Feedback and haven't given your visitor access yet, this option allows you to let your users know you're making progress on requests, without giving them access to Feedback itself.
  • Disable notification emails to team members: This option switches off team emails globally. Consider whether internal users would instead prefer to unsubscribe from emails themselves, as described in the previous section.

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Engagement emails

You can send personalized emails to your users, encouraging them to use Pendo Feedback and improving the amount and quality of data your receive.

Internal engagement email

Internal engagement emails are pre-populated with updates about Feedback and are automatically sent every Monday to your team users (not your customers or visitors). The email is designed to provide your internal teams with insights into Account activity and most active users (team members and visitors), and to remind them of their current priorities in Feedback. 

You can opt-in or out of these emails:

  1. Sign in to your Feedback account and select the profile icon in the top-right corner.
  2. Select Email settings.
  3. Select Usage to opt-in to internal engagement emails.
  4. Select Save Changes.

If you opt in, you receive weekly emails like the following:

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Visitor engagement email

Use visitor engagement emails in Feedback to ask visitor to review their priorities, highlight progress you've made, and show what you're currently working on. The visitor engagement email also includes a link to the visitor's dashboard to encourage them to take a closer look.

Visitors can opt in or out of these emails using the Release Reports option in Email settings. For more information, see the Email settings section of this article.

Tip: Set a calendar reminder or add the visitor engagement email to your release process.

You can also use visitor engagement emails to introduce your customers to Feedback when you first grant access to your visitors. For more information, see Grant Feedback access to customers.

To send a visitor engagement email:

1. Navigate to the Accounts page from the left-side navigation.

2. Select Engage More Visitors in the top-right of the page.

3. Select Compose an email for all visitors.

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4. Customize the email subject, header, and footer.

5. Choose how many days of release news to include in the email.

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6. Select Preview email.

7. When your email is ready, select Send email to [...].

The body of your visitor engagement email is auto-populated and includes the latest requests, priorities, and releases, personalized to each visitor.

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Product updates with flexible emailing

You can send emails to specific groups of users (team members and visitors) based on things like requests they're interested in, accounts they're linked to, and tags assigned to them. To email users who are interested in a request:

1. Navigate to the relevant request. You can find requests in the Browse page using filters and the search function.

2. Under Request actions on the right side of the request, select Send email.

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3. Choose your email recipients.

You can choose to send the email to everyone interested in the request, or to a subset of all existing users. Choosing a subset reveals more options, where you narrow down recipients based on visitor and account tags. For more information about tagging, see Tagging in Feedback.

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4. Compose the email. Enter the subject and email body. You can edit these fields using Markdown.

5. Select Preview email.

6. When your email is ready, select Send email to [...].