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Elements Pulse

The IT Experience Management app built for IT leaders in Jira Service Management

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Trusted by 10,000+ global companies

IT Experience Intelligence for JSM

Combine your IT operational and experience data to see clearly where to invest and what to fix first

Close the gap between SLAs and reality with Elements Pulse

Close the gap between SLAs and reality

Beyond JSM single CSAT with multi-question, customizable surveys.

– Mix CSAT, NPS, CES, rating scales, and open text in one survey
– Trigger surveys automatically through Jira Automation
– Capture feedback right inside the ticket, while it’s still fresh

Know exactly where your IT services are falling short

Correlation graphs bring together Experience and JSM data scores to surface the friction points your SLAs alone would never catch.

– See productivity and experience trends side by side, over time
– Spot the requests and spaces driving the biggest impact
– Drill down from a portfolio view to a single ticket

Know exactly where your IT services are falling short with Elements Pulse
Turn insights into clear IT decisions with Elements Pulse

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Turn insights into clear IT decisions

Export your O data and X data scores and plug them into your BI tools. Combine operational performance and employee experience that prove IT’s impact and show where to invest next.

Why IT teams measure experience in Jira Service Management

IT Experience Intelligence for Jira Service Management: measure employee experience and fix what matters first.

Fix what matters first

The Focus Area Quadrant maps productivity against experience by space, user group, organization or request type, so you know which services need urgent attention and which already deliver.

See what Jira metrics miss

Jira metrics show how fast requests are closed, not how employees feel about the service. Pulse adds their voice to your data, so you get the full picture.

Act before frustration spreads

Monthly trends show when satisfaction starts to slip, so you can step in before it turns into lost productivity.

Find the cause behind every score

Drill down from a global score to the requests and feedback behind it, and see which interactions shape how employees feel.

Drop manual reporting

No more exports or disconnected tools: JSM data and survey responses come together in one dashboard, with no spreadsheets or queries.

Enterprise-grade security

SOC 2 Type II and ISO 27001 compliant, and covered by the Marketplace Bug Bounty program.

How Jira ITSM teams use Elements Pulse

See how IT teams combine JSM operational data and survey feedback to measure the impact of major changes

Frequently asked questions

Couldn’t find what you need?

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  • Elements Pulse allows you to configure Net Promoter Score (NPS) surveys within the app. Additionally, Customer Satisfaction (CSAT) surveys are handled by Jira Service Management. These tools help in capturing structured feedback to monitor service quality.

  • Elements Pulse collects data from multiple sources within Jira Service Management. During configuration, you can select one or multiple projects as the foundation for your analysis. Only Jira Service Management projects can be targeted. Pulse retrieves two types of data from them: operational data from your requests, including performance metrics such as SLAs, and experience data from the survey responses employees submit. Both are aggregated into real-time dashboards and trend reports, so IT teams can track service quality and employee satisfaction side by side.

  • The productivity score measures how efficiently IT handles requests. It is a live 0–100 score based on time to resolution, first response time, reopening rate and first contact resolution. The experience score measures how employees perceive the service, based on their Pulse survey answers. Pulse shows both side by side and maps them in the Focus Area Quadrant, so you can see how fast IT delivers and how that delivery feels. Learn more in the Dashboard documentation.

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