Adding Feedback to your app

Once you have installed the Pendo snippet, Feedback will start to collect login data from your visitors, along with any metadata if configured in the snippet. At this point, your teams can already start to add votes and requests on your visitors’ behalf. The next step is to give your visitors access to Feedback so they can start to self serve and free up your team’s time.

There are four different ways your visitors can access Feedback:

  1. Portal view / full screen (default)
  2. Pendo Resource Center
  3. Widget view
  4. Intercom

Each of these login methods requires that your visitors are already logged into your app and being tracked by Pendo. The Javascript code in the Pendo snippet authenticates the visitor and redirects them to the Feedback app, removing the need for an additional password or authentication.

1. Portal view / full screen (default)

To use the portal view, you need to add a link, button, etc in your app which visitors can click to access Feedback.

To load Feedback on the current page, simply use the following:

<a href="#" onclick="pendo.feedback.loginAndRedirect()">Suggest Features</a>

or to load Feedback in a new tab, use the following:

<a href="#" target="_blank" onclick="pendo.feedback.loginAndRedirect({anchor: this}); return false;">Suggest Features</a>

What your visitors will see

Example install where the Feedback button is titled “Product Feedback”:

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When visitors click the “Product Feedback” button, the Feedback portal opens in the same or a new page. By default, the URL will appear as feedback.pendo.io, but you can customize this to make it look and feel like your visitors never left your app.

The portal view is very similar to the Feedback app that you view as a team member, but with fewer options on the left nav bar.

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2. Pendo Resource Center

If you are using Pendo’s Resource Center, your visitors likely already come here for all product-related questions and communications, which makes it a great place to put Feedback. Here’s how to install Feedback here in the Resource Center:

1. Generate Auth Token

In the Feedback app, navigate to Settings > Product Settings > Integrations. Click into the Pendo Resource Center dropdown and click "Generate New Auth Token", then copy the generated token.

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2. Set Auth Token

Use the Product switcher to navigate back to the Insights & Guidance app

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Go to Settings > Integrations
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Scroll all the way down to the bottom of the Integrations page. Here you will find the Pendo Feedback panel under the User Feedback section. Click on the Pendo Feedback panel.
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Now you've opened the Pendo Feedback panel, you need to set the Pendo Feedback Auth Token for your Staging and Production environments.

To do this, paste your Pendo Feedback Auth Token into the "Auth Token" field. Add a title and description for the integration too. 
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3. Select default view

Select "Request submission form" if you want your visitors to land straight on the request form after clicking "Share your Feedback", or select "Dashboard" to give your visitors an overview of their own requests, other visitors' requests and latest releases.

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 Now click "Save", and repeat these steps for Production.

4. Enable Feedback integration on the front-end

Navigate to Guides > Resource Center
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Click the name of your Resource Center, then click Add Module
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Hover over the "Receptive" panel (note: this will be renamed to Pendo Feedback soon) and click Select Module
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Click the Add Modules button in the bottom left-hand corner & Pendo Feedback should appear in the Resource Center preview.

Now push it to staging and then push it to production when you're ready.

What your visitors will see

Example install of Feedback embedded in the Pendo Resource Center:

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Clicking “Share Your Feedback” opens either the Feedback request form, or the visitor dashboard inside the Resource Center:

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Mini dashboard view

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Request form view

3. Widget View

Warning: The default Widget View will give all your visitors immediate access to Feedback. The widget will appear across all the pages of your app where the Pendo snippet is installed. You need “Vendor settings” permissions to switch on the Widget View, so make sure you assign appropriate permission to your internal users. Read more about permissions here.

Go to Settings > Product Settings from the left nav bar, then select “Visitor View” from the menu on the left.

By default you'll get a tab on the right-hand side of your app, saying "Suggest a Request". Below you will be able to change the location, color, and wording of the toggle / button. (See Visitor View below for an example install.)

You can also use your own link / button to open the widget by selecting the option under "Custom toggle":

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Check the ‘Custom toggle’ box and use the click handler that appears to customize where you’d like to trigger the Feedback widget from.

Click "Save" to enable your updates. 

What your visitors will see

By default you'll get a tab on the right-hand side of your app, saying "Suggest a Request". See the following example install:

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When your visitors click the “Suggest a Request” tab within your app, Feedback will pop open in an I-frame. From here, your customers can easily add new requests, or vote on existing feedback. Or if they want to switch to the portal view, they can use the ‘maximise’ button top right to open up the full Feedback portal.

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4. Intercom

You can add a Feedback button to appear in the Intercom widget by default, or you can configure Answer Bot to send the Feedback link when a visitor types something that sounds like a request; for example, “I have an idea”, “I have some feedback”, etc.

Alternatively, if your teams are actively using Intercom to speak to your visitors, they can manually trigger the Feedback link, or look for an existing request to direct your visitors to.

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Follow the instructions in this doc to integrate Feedback with Intercom.

What your visitors will see

Example install where the Feedback button is embedded in the Intercom messenger home screen:

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Frequently Asked Questions

How much of the visitor view can I customize?

You can add your logo to the app header, upload your own favicon and customize the primary colors of the app, which will change the color of the nav bar and primary buttons across Feedback. To find out how, head here.