Overview

This integration uses a direct connection via API to the Pendo system to ingest usage data into ClientSuccess.

Each day a Pendo report is pulled via the API and the data will be ingested into ClientSuccess for the prior day usage period.   Only one file will be processed per day. 

Prerequisites

This integration requires:

1. Setup generally performed by a Pendo administrator.
2. A Pendo API key (read only) to be provided to the ClientSuccess system.
3. A Pendo report to be created for exclusive use by the ClientSuccess system in a fixed format.
4. A shared id/key to be available in Pendo AND ClientSuccess that can be used to correlate activities in Pendo with Clients or Contacts in ClientSuccess.
5. A ClientSuccess support ticket to enable once the Pendo prerequisites have been completed.

Please review the following knowledge base articles prior to proceeding as these key concepts are consistent with the Pendo integration.

• Usage - How to send and view usage events in ClientSuccess
• The Pendo report that will be created and used later on is very similar to our flat file usage formatting.

Steps to setup the integration:

1. Set up the Usage Report

The ClientSuccess system utilizes the Pendo API to pull data on a regular schedule from a specified Pendo report containing the usage metrics that you want to see in ClientSuccess.

The details of how pendo manages data and the authoring of reports is beyond the scope of this article.  However, a specific report format convention is required for the report to be ingested by the ClientSuccess system.

More information about reports can be found here.

• https://support.pendo.io/hc/en-us/articles/360032202731-Account-Reports

There are two different supported report types within Pendo.  Only one is needed to implement the integration.

The Account List report type should be used when contact usage activity is not needed in ClientSuccess.  It only contains the information needed to support Client level usage visibility.

This Visitor List report type should be used when contact usage activity is desired in ClientSuccess.  It  contains the information needed to support both Client and Contact level usage visibility.

Option 1 - Account List Report 

• The Pendo ‘Account’ report type should be used.
• The report MUST be set to the time period for ‘Yesterday’.
• The report should be filtered by any segments that are applicable to the client data in ClientSuccess.  Only include clients/contacts  that are applicable to your CSM workflows should be included in the report. 
• Build the report per the structure outlined below.  All non-metric columns are required.  At least 1 metric column is required.
• After the first required columns add a single column to the report for EACH metric that you want to be available in ClientSuccess. The column is generally a sum or unique count of the number of ‘events’ for that metric within Pendo. We recommend that you include no more than 10 metrics.

IMPORTANT - The column title for the metric is the usage ‘key’ that will be used within ClientSuccess.  Any changes to the name of the column will result in a new usage event type being created in ClientSuccess.

Test your report by creating the report, saving it, and ‘Download via CSV’.

The goal is to end up with a CSV file that resembles the following with metrics that represent the key activities for your Clients.

Account ID, Client External ID, Client Name, Logins, Click on Checkout Button, Viewed Summary Page

100000, Client1,   Microsoft,   5, 100, 160

200000, Client100, Tesla,       3, 500, 250

300000, Client500, Google,      0,   0,   1

300000, Client500, Google,    100,   2,   0

Option 2 - Visitor List Report

We will only use this option if we plan to enter User (Contact) level data. If you are only planning to submit information on an Account (Client) level, use Option 1.

If you have user/contact level information available in Pendo and desire that usage data in ClientSuccess this report type should be used.

• The Pendo ‘Visitor’ report type should be used.
• The report MUST be set to the time period for ‘Yesterday’.
• The report should be filtered by any segments that are applicable to the client data in ClientSuccess.  Only include clients/contacts  that are applicable to your CSM workflows should be included in the report. 
• Build the report per the structure outlined below.  All non-metric columns are required.  At least 1 metric column is required.
• After the first required columns add a single column to the report for EACH metric that you want to be available in ClientSuccess.     The column is generally a sum or unique count of the number of ‘events’ for that metric within Pendo.    We recommend that you include no more than 10 metrics.

IMPORTANT - The column title for the metric is the usage ‘key’ that will be used within ClientSuccess.  Any changes to the name of the column will result in a new usage event type being created in ClientSuccess.

***Note that the Contact External ID is not a required field and should not be listed if we are not planning to enter a value for this field. If we do not have a value for the Contract External ID field, please do not list this field as an option when creating your report.***

The goal is to end up with a CSV file that resembles the following for your company with metrics that represent the key activities that your Contacts perform.  The Client fields are used to roll up the usage to the Client record in ClientSuccess.

Visitor ID, Contact External ID, Contact Email, Contact Name, Client External ID, Client Name, Logins, Click on Checkout Button, Viewed Summary Page

100000, Contact100, jon@microsoft.com, Jon Doe,        Client1,   Microsoft,   5, 100, 160

200000, Contact300, sally@tesla.com,   Sally Software, Client100, Tesla,       3, 500, 250

300000, Contact500, mike@google.com,   Mike Macbook,   Client500, Google,      0,   0,   1

300000, Contact501, george@google.com, George Jungle,  Client500, Google,    100,   2,   0

IMPORTANT - The report in Pendo should NOT be modified without coordinating with the ClientSuccess team.

2. Set up API Key

Setup an API key for ClientSuccess by following the instructions located here

• https://developers.pendo.io/docs/?bash#authentication

A read only API key is sufficient. This key will be provided in the support ticket or to your CSM when requesting activation of the system.

3. Request Setup from Support or Your CSM

Once the Pendo setup is complete please provide the following via a support ticket or through your CSM to enable Pendo usage collection within ClientSuccess.

• The Pendo API key
• The name and URI of the report in Pendo
• An example CSV pulled from the report

Once this information is provided the ClientSuccess team will enable the Pendo integration for your review.  This process generally takes a few days.

IMPORTANT - The report in Pendo should NOT be modified without coordinating with the ClientSuccess team or usage data could be duplicated or lost.

FAQ

Can the Pendo integration be used to bring in historical data?

No, due to how the Pendo reports are configured historical data cannot be imported from this integration.

However, historical data can be loaded separately through one of the other usage integration options.