Roles and permissions

Last updated:

Roles and permissions control which Pendo features internal users can access. The role given to a user provides granular permissions, including access to guide creation, editing, and publishing, Page and Feature tagging, analytics tools, sharing capabilities, and settings. In a multi-app subscription, users can have different roles for each application.

This article summarizes the current user types and roles available.


You must be a Pendo admin user to:

  • Change another user's role.
  • Create custom roles.

Only Pro and Enterprise-tier subscriptions have access to custom role creation.

User access types

There are two user access types in Pendo: 

  • Subscription Admin Permissions. This is a subscription-level user access type. Admins have full access to the Pendo subscription, including its features, users, settings, metadata, and integrations. Subscription admin permissions also include any configuration visible to the entire subscription, such as guide themes, Core Events, PES, and Product Areas. Admins can also invite new users, change the role of a user, remove users, and create custom roles.
  • User Permissions. Users have Viewer role access to the Pendo subscription. You can control the visibility of the reports and segments at the subscription level (subscription-level permissions) and additional app-level roles.


Subscription-level permissions

Admins are granted access to the entire subscription. Any other user can be granted the following subscription-level permissions:

  • Share and Edit Segments for Everyone. This permission grants the ability to set segment visibility to Everyone in the subscription. If this isn't enabled, segments created by the user are only visible to themselves.
  • Share and Edit Reports for Everyone. This permission grants the ability to set report visibility to Everyone in the subscription. If this isn't enabled, reports created by the user are only visible to themselves.


App-level roles

If you choose the User Permissions access type, you're also prompted to choose app-level roles (Tagging EditorGuide Content Creator, and so on), which define specific sets of permissions for that role. Admin users are granted all permissions. Because admins are in a subscription-level role, you don't select app-level roles for admins.

App-level roles manage a Pendo user's access to guides and analytics features for each of your applications in Pendo. You can assign multiple roles to a user to give them the right combination of permissions. For example, a user could be assigned the Guide Publisher and Tagging Editor roles to manage guide content and analytics tags without being able to create new guides. If you give the same user two roles, one of which has permission to create a guide and the other doesn’t, the user is still granted the ability to create guides. 

For instructions on assigning app-level roles, see Manage internal users.

Default app-level roles

The following table lists the default app-level permissions for different user roles. If you're a Listen customer, you're additionally given Listen-specific roles to choose from. For information about these specific roles, see Listen permissions in this article.

Admins have all of the listed permissions and are included in the final column of the following table for comparison. The top headings are User roles, and the possible app-level permissions associated with each role are listed on the left. None of these roles can manage guide themes or invite new users, which are activities reserved for admins. 

  Viewer (Default) Guide Creator Guide Publisher Guide Content Editor Tagging Editor Resource Center Author Resource Center Publisher Admin*
Create and edit guides from scratch   Yes            Yes
Create and edit guides from layouts/templates   Yes   Yes       Yes 
Delete draft, staged, and disabled guides   Yes Yes Yes       Yes
Publish and schedule guides     Yes         Yes 
Create, edit, and delete Pages, Features, and Track Events   Yes    Yes Yes     Yes
View metrics and create reports Yes Yes Yes Yes Yes      Yes 
Create and edit the Resource Center           Yes   Yes
Promote the Resource Center to staging           Yes Yes Yes
Promote the Resource Center to production             Yes Yes
Disable the Resource Center or demote to draft             Yes Yes
Delete the Resource Center (Admin-only)               Yes
Manage core events and PES (Admin-only)               Yes
Manage product areas (Admin-only)               Yes
Manage guide themes (Admin-only)               Yes

Delete guide layouts (Admin-only)

Manage settings, including inviting users (Admin-only)               Yes

Users can have different roles for each application in your multi-app subscription. A user that only needs to create guides in one app can be a Guide Creator in that app and a Viewer in all other apps.

Viewer is the default role that is automatically assigned for all apps that you grant user access to and can't be unassigned. You can deselect the application to prevent the user from having access to the application entirely.

Roles and permissions can't limit data visibility. All users can see all data in the subscription.


Custom app-level roles

Customers in the Pro and Enterprise subscription tiers also have access to Custom Roles. Custom roles allow admins in the subscription to save new sets of permissions as app-level user roles in addition to the default roles provided by Pendo. There are additional granular permissions that control the level of access to various Pendo features.

You can choose any combination of permissions. Multiple roles, custom or default, can be assigned simultaneously during user setup. You have the flexibility to provision users in the way that's most convenient for you. For example, you can create a custom role for a team to provision those users or create roles by Pendo product area to provide deliberate access to certain features.

Permissions are available for Guides, NPS, Resource Center, Tagging, and Product Setup. All users have Viewer access to Dashboard, Product, People, Behavior, and Guides, which allows them to create reports and view analytics in the subscription.

Create custom roles

Manage custom roles on the Custom Roles tab in User Settings. Custom roles are only available to admin users in Pro and Enterprise subscriptions.

To create a custom role:

  1. Select + Create Custom Role.


  2. Under Custom Role Details, add a Name and Description.


  3. Select permissions for each product area. For a list of available permissions, see Custom roles permissions list in this article.
  4. Select Save Custom Role.

This adds the new role to your custom roles, which can now be assigned when applying roles in User Permissions.

Custom roles permissions list

Custom roles can use any combination of the following permissions. Giving a user multiple roles gives that user any additional permissions assigned to that role. A permission that's assigned in one role but not unassigned in another is assigned to the user if both roles are applied.


Listen permissions

Edit User Permission Settings by navigating to Settings > Users, hovering over the user from the list, and then selecting the Edit icon.

Under User Permission Settings > Listen, you have the following default roles to choose: Viewer, Contributor, and Manager. By default, new users are given the Contributor role. Admin users are given all Listen permissions.

Role Listen Permissions With Guide Publisher Permissions
Viewer View feedback, ideas, and idea tests.  

Viewer permissions plus the ability to: create feedback items; edit feedback items they created; link feedback items to ideas; add visitor votes; and remove votes they added.


Contributor permissions plus the ability to: create, edit, and delete feedback items and ideas; create idea tests; change statuses on feedback items, ideas, and roadmap features and initiatives; promote ideas to roadmaps; add and remove votes from ideas; and add Effort and Impact ratings to ideas.

Create and publish idea tests.


Was this article helpful?
10 out of 17 found this helpful