Pendo for ServiceNow

Last updated:

ServiceNow delivers cross-enterprise digital workflows that connect people, functions, and systems to accelerate innovation, increase agility, and enhance productivity.

Pendo can be installed over ServiceNow to collect usage analytics and to deliver in-app messaging to employees using the ServiceNow platform. This allows you to ensure that you're providing the best possible user experience to your team members using your business tools and maximizing their impact.

Important: Pendo's managed package doesn't currently support the Tokyo release of ServiceNow. We recommend having your ServiceNow developers install Pendo by following the instructions in the Developer's guide to implementing Pendo using the install script for tracking users outside of your organization. For cases that are employee-facing only, Pendo Adopt provides a browser extension deployment of Pendo.


You must be a Pendo Admin user to access Pendo and the application API key.

Setup process

Adding Pendo to your ServiceNow service portals involves adding an application API key to the app that you want to use as your default Pendo configuration and then assigning that default configuration to your service portals. If you want to collect data and deliver guides using a different Pendo application, you can override the default configuration with a new application API key.

Tip: If you aren't a Pendo customer yet, you can try Pendo Free. Get analytics for up to 500 monthly active users (MAUs) and publish unlimited guides in ServiceNow. Upgrade to a paid plan when you're ready to increase the number of MAUs and unlock premium Pendo features.

Step 1. Get your Pendo application API key

You need the application API key of your default Pendo configuration to use in Step 2.

  1. Navigate to Settings > Subscription Settings from the bottom of the left-side menu.

  2. Open the Applications tab.

  3. From the Applications list, find and open the app that you want to use as the default configuration for collecting data and delivering guides in ServiceNow.

  4. Find the API Key in the App Details tab and copy it to use later.


Step 2. Add your application API key to ServiceNow

You must connect the default Pendo configuration in ServiceNow to your Pendo web application. 

  1. In ServiceNow, navigate to Pendo > General Settings.
  2. Paste your application API key into the Pendo API Key field.


Step 3. Make Pendo available in a service portal

Add Pendo for Service Portal to the JavaScript in the portal Theme to make Pendo available in a service portal. You must add the Pendo for Service Portal for each service portal that you want to use Pendo for.

  1. In ServiceNow > Service Portal, find and open the portal record you want to use Pendo for.
  2. Open the Theme for that portal record.
  3. Under Related Links, open the JS Includes tab and select Edit.


  4. Add Pendo for Service Portal to the JS Includes List on the right.
  5. Select Save to add Pendo to the theme's JavaScript.


Step 4. Set up you Pendo configuration

ServiceNow activates Pendo according to the Pendo configuration that you define. Add Pendo to all service portals or configure service portals individually. If you want to change the Pendo application API key used for a service portal, use the override API key setting.

  1. In ServiceNow > Pendo Configs, modify your existing Pendo configuration or create a new one. Under Details, you have the following configuration options:
    • Portals. Select the Service Portals where you want to activate Pendo or leave the field blank to activate Pendo on all Service Portals.
    • Override API key.  Replace the default Pendo application API key in General Settings with a different API key. This changes the Pendo application used for analytics and guides for all associated service portals.
    • Override UI script. Use a unique Pendo JavaScript snippet, not the default set up in General Settings.

  2. Select the Active checkbox to activate the Pendo configuration.
  3. Select Update to apply the changes and add Pendo to your service portals.

Pendo starts collecting data as soon as the configuration is complete. It can take up to two hours for usage data to process and appear in your Pendo subscription UI. Most usage data displayed in Pendo processes every hour, on the hour, and can take up to 15 minutes after processing to show in the UI.

Advanced configuration

The default Pendo Javascript snippet added to your Portal Theme identifies the user and their display name when Pendo is initialized in a service portal with an active Pendo Config. You can modify the Pendo Javascript snippet to change the Visitor ID and Account ID parameters or collect additional metadata when Pendo initializes and the user is identified. You can also use a unique snippet in each Pendo Config.

To change ID parameters and pass additional metadata when loading Pendo, create a new snippet or manually edit the existing Pendo Javascript snippet in ServiceNow.

  1. In ServiceNow, navigate to Administration > UI Scripts
  2. Open the default UI Script snippet, which is typically called something like "[name].pendo_snippet".


  3. Update the existing UI script with your parameters and metadata.


  4. Select Update to overwrite the existing UI script or, if you want to leave the original UI script unaltered, rename the UI Script, right-click the header, and select Insert & Stay to create a new copy.
  5. Change the UI script in General Settings or Pendo Config to use a new version of the snippet as your default or run a specific version of the snippet with a particular Pendo Config.
    • To update the default UI script, update the Pendo UI Script field in the General Settings for Pendo.


    • To update the UI Script for a specific Pendo Config, update the Override UI script field for that Pendo Config.



Was this article helpful?
2 out of 2 found this helpful