Why teams use Elements Copy & Sync to escalate issues across Jira instances
Escalate issues across Jira instances without manual work
Copy issues from one Jira instance to another in a single step.
When a ticket needs escalation, all key information – fields, comments, attachments, and links – is automatically copied and kept in sync bi-directionally.
Result: Faster escalations, fewer errors, and no copy-paste between instances.
Keep support and development aligned in real time
Comments, attachments, and status updates stay synchronized between Jira Service Management and Jira.
Support and development teams collaborate seamlessly while working in their own Jira environments, allowing developers to handle escalated work items.
Result: Reduced licensing costs, faster resolution times, and clearer communication across teams.
Improve collaboration with external teams
Escalate issues across isolated Jira instances with real-time synchronization and automated replication of key ticket data (fields, comments, attachments, and links). Teams stay aligned while working in their own Jira environments – no manual duplication, no extra accounts, no access sharing.
Result: Faster cross-company delivery, reduced duplication and context switching, and secure collaboration without granting external access to internal systems.
Tutorial
Copy Jira issues and sync to remote instances
Cross-company collaboration often involves teams working in separate Jira instances, which makes coordination and visibility more complex.
Elements Copy & Sync lets you bridge those instances by securely connecting them and defining how data should be shared. With configurable recipes, issues and updates are automatically copied and synchronized, so teams stay aligned without manual effort.
Elements Copy & Sync lets you bridge those instances by securely connecting them and defining how data should be shared. With configurable recipes, issues and updates are automatically copied and synchronized, so teams stay aligned without manual effort.
Have questions about copying and syncing Jira issues between Jira sites?
FAQ
Can you clone Epics or projects with Elements Copy & Sync?
Yes, you can clone Epics or all the issues in a project with Elements Copy & Sync. You can copy these issues either in bulk from the Search or Filter view, or individually (for an Epic) or using Automation for all the issues in a project. Follow this tutorial for how to clone an Epic, or watch this video on bulk cloning.
How can you trigger Elements Copy & Sync recipes?
Recipes to copy or synchronize issues can be triggered manually, on transition by adding them to a post-function, or by using the public REST API with Automation for Jira. Learn more about all the ways to trigger Elements Copy & Sync on the documentation.
What kind of security does Elements provide for Copy & Sync? Do you offer end to end encrypted security?
Security is a priority at Elements. That’s why Elements Copy & Sync is Cloud Fortified, which means we participate in Atlassian’s bug bounty, ensure performance at scale by automated infrastructure deployment and load testing, and respond within 1 day (24 hours) to critical customer support issues, 5 days a week. Cloud Fortified is the highest level of security recognized by Atlassian for Marketplace Partners. For more information, see our privacy policy on our documentation.
What kind of information in an issue can be copied?
You can copy fields, Forms, checklists, comments, attachments, and even statuses with Elements Copy & Sync. See the full list of content that can be copied on our documentation.
Explore our APPs
Deliver rapid, personalized B2B customer service at scale
Modern B2B customers expect more than just ticket resolution.
They expect fast and seamless experiences delivered across every interaction.
With Elements apps, you can meet those expectations without leaving Jira Service Management.
Esperience Managerment for Jiar
Challenge
Disconnected data and hidden customer signals
When key information is scattered, customer signals go untracked, and feedback is missing. Customer service teams are under pressure to deliver faster, smarter B2B support but persistent barriers hold them back:
- Lack critical business context at intake and through the request lifecycle, forcing agents to chase information across internal tools or through back and forth with the customer before they can act.
- Fragmented and incomplete customer experience insights, leaving customer service teams without clear drivers for improvement and prioritization
These gaps don’t just slow your team down, they limit your ability to build a service operation that’s data‑driven, proactive, and relentlessly customer‑centric.
Solution
Unify customer context and experience insights to deliver higher satisfaction
Elements apps unify customer context, feedback, and operational insight right inside Jira Service Management. Customer support teams get:
- Instant access to critical customer context from CRMs, ERPs, and asset systems, pulled live into every Jira issue
- Clear visibility on ticket details and SLAs, so agents and customers stay aligned on status and next steps
- Embedded CSAT and XLA tracking, linking customer satisfaction to operational data like resolution time and ticket volume
- Actionable insights to improve your service catalog based on real usage, enabling you to refine request types, eliminate friction, and continuously refine catalog items
With Elements, you turn Jira Service Management into a proactive, data‑driven hub that empowers your team to deliver exceptional B2B experiences at scale.
Benefits
Customer context at your fingertips
Streamlines request intake and provide agents with the necessary customer context by pulling real-time data from your CRM, ERP, or asset tools into Jira issues
Clear visibility on every request
Measure customer experience
Align service catalog with customer expectations
Use cases
Guide service request intake with dynamic cascading fields
Streamline service requests with smart, pre-filled fields. Use Elements Connect to auto-populate cascading field options in Jira based on external CRM or asset data, so customers only see what’s relevant. This speeds up intake, ensures data accuracy, and reduces back-and-forth for agents.
Display customer information and deals from CRMs to Agents
Empower agents with immediate access to key account details such as contract status, deal details, or account tier, fetched live from Salesforce or other CRM tools. No need to switch tabs or request info, Elements Connect embeds it directly into the Jira issue view.
Gain customer experience insights blending customer feedback and operational data
See what customers feel and why.
Use Elements Pulse to blend CSAT scores with operational metrics like ticket volume or resolution time. Get a clear picture of which experiences drive satisfaction (or don’t) and uncover where to optimize your service delivery.
Monitor and optimize your service catalog based on real usage
Fine-tune your service catalog based on real usage.
With Elements Catalyst, monitor which request types get used and which don’t. Identify confusing entries, optimize naming and workflows, and make your catalog work better for customers and agents alike.
What’s Included?
Ready to take Customer Service to the next level?
Get started with rapid, personalized B2B customer service and turn it into a strategic advantage.
FAQ
How does the solution work?
The apps packaged into this solution are a collection of 4 Marketplace apps:
– Elements Connect (external data fields for Jira)
– Elements Overview
– Elements Pulse – customer experience insights for JSM
– Elements Catalyst
They are available to try free for 30 days and provide a comprehensive, 360° view of the service journey inside Jira Service Management.
Can I start with one app?
Of course! You can start with a single app and add more depending on your needs.
If you would like to be advised or discussed your needs, you can book a demo.
If you would like to be advised or discussed your needs, you can book a demo.
Where is my data stored?
Elements Overview, Elements Pulse and Elements Catalyst run on Atlassian’s infrastructure, so your data is securely stored in your Atlassian site.
Elements Connect safely store app data in a database hosted in an AWS Data Center in North Virginia, USA.
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified, the highest security level for Marketplace Partners. For more details, visit our Trust Center.
Elements Connect safely store app data in a database hosted in an AWS Data Center in North Virginia, USA.
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified, the highest security level for Marketplace Partners. For more details, visit our Trust Center.
What external systems can I connect to with Elements Connect?
Elements Connect allows you to pull external data from any databases and most of REST API based data sources.
Among others, you can connect to:
– Salesforce
– Monday
– ServiceNow
– Google APIs
– HubSpot
– Microsoft Graph
– Azure Active Directory
….
Among others, you can connect to:
– Salesforce
– Monday
– ServiceNow
– Google APIs
– HubSpot
– Microsoft Graph
– Azure Active Directory
….
What data is used to compute customer satisfaction metrics?
Elements Pulse and Elements Catalyst collect data from Jira Service Management projects, including operational metrics like SLAs, service catalog usage, and relevance. These insights are aggregated into real-time dashboards and reports to help IT teams track service quality, user satisfaction, and catalog performance.
Explore our solutions
From siloed to seamless: rethink cross-team service operations
Connect IT, business teams, and external partners through simple, streamlined service workflows.
Eliminate handoff friction, sync progress in real-time, and provide your service teams the operational clarity needed to scale support without scaling headcount.
Esperience Managerment for Jiar
Challenge
Silos, delays, and visibility gaps that holds service teams back
As service operations become increasingly multi-functional, IT leaders face persistent barriers:
- Siloed teams using disconnected systems
- Manual handoffs leading to delayed resolutions
- Limited visibility across departmental workflows
- Misaligned goals and priorities between support, HR and vendors
These inefficiencies inflate ticket volumes, delay business processes, and ultimately impact user satisfaction and team productivity.
Solution
A unified framework for seamless collaboration
Elements apps create a unified collaboration framework within your Jira environment. Whether handling incidents, service requests, or lifecycle processes like onboarding, you get:
- Automated content publishing to reduce ticket recurrence
- Connected workflows across IT, HR, and vendors
- Real-time sync of tickets across multiple projects and teams
- Context-rich visibility on request progress, SLAs, and ownership
Benefits
Accelerate high-quality request intake
Capture structured, complete request data from CRMs, HRIS, or procurement systems, without the usual back-and-forth.
Improve cross-team efficiency
Increase service transparency
Enrich your knowlegde base on the fly
Use cases
Streamlined cross-team escalation
Route incidents across departments with automated workflows, while giving teams critical context and visibility at every step.
Deliver seamless, secure services across teams and suppliers
Collaborate securely with external vendors syncing requests, updates, and SLAs without exposing sensitive data.
Flawless Joiner–Mover–Leaver journeys at scale
Ensure every employee change is fast, secure, and coordinated. Automate tasks and keep stakeholders in the loop across IT, HR, and security.
What’s Included?
The solution brings together three tightly integrated apps to provide a comprehensive, 360° view of the service journey inside Jira Service Management:
Ready to eliminate silos and accelerate service delivery?
Unlock efficient cross-team collaboration and bring structure, visibility, and alignment to your cross-team workflows.
FAQ
How does the solution work?
The apps packaged into this solution are a collection of 4 Marketplace apps:
– Elements Connect (external data fields for Jira)
– Elements Copy & Sync
– Elements Publish (Confluence pages created from Jira issues)
– Elements Overview – display related issues in custom views
They are available to try free for 30 days and provide a comprehensive, 360° view of the service journey inside Jira Service Management. JSM
Can I start with one app?
Of course! You can start with a single app and add more depending on your needs.
If you would like to be advised or discussed your needs, you can book a demo.
If you would like to be advised or discussed your needs, you can book a demo.
Where is my data stored?
Elements Overview runs on Atlassian’s infrastructure, so your data is securely stored in your Atlassian site.
Elements Connect, Elements Copy & Sync and Elements Publish safely store app data in a database hosted in an AWS Data Center in North Virginia, USA.
Data Residency is available for Elements Copy & Sync and Elements Publish in the DE Realm (Frankfurt AWS region).
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified, the highest security level for Marketplace Partners. For more details, visit our Trust Center.
Elements Connect, Elements Copy & Sync and Elements Publish safely store app data in a database hosted in an AWS Data Center in North Virginia, USA.
Data Residency is available for Elements Copy & Sync and Elements Publish in the DE Realm (Frankfurt AWS region).
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified, the highest security level for Marketplace Partners. For more details, visit our Trust Center.
Do I need two active licenses for synchronizing issues between two instances?
To copy & synchronize data from the source instance to the target instance you only need one active licence (on the source instance). The active license on the target instance is only required if you need to do bidirectional cloning or synchronization of data between the two instances.
What external systems can I connect to with Elements Connect?
Elements Connect allows you to pull external data from any databases and most of REST API based data sources.
Among others, you can connect to:
– Salesforce
– Monday
– ServiceNow
– Google APIs
– HubSpot
– Microsoft Graph
– Azure Active Directory
….
Among others, you can connect to:
– Salesforce
– Monday
– ServiceNow
– Google APIs
– HubSpot
– Microsoft Graph
– Azure Active Directory
….
Explore our solutions
Go beyond SLAs: Deliver user-first support
Experience management tracks the frustration and friction points that SLAs ignore.
With this solution, Jira Service Management teams get the visibility they need to reduce escalations, improve satisfaction, and run support that feels as good as it performs.
Challenge
Support that meets SLAs but fails people
In large organizations, IT support is often judged by SLA metrics like resolution time or system uptime. However, there may be a disconnect between what dashboards show and what users actually experience.
Despite meeting SLAs, teams still face:
- High support costs with little visibility into what’s actually driving value
- Customer frustration caused by poor communication or lack of context
- Frequent escalations that overwhelm service desks and erode trust
This mismatch, known as the “Watermelon Effect”, looks green on reports but red in reality. SLAs show success, yet users remain unhappy, disengaged, or blocked.
Solution
Experience Management that puts people first
Experience Management helps you measure what the users feel and improve what really matters for employees or customers – the real experience.
With Experience Management, you can:
– Identify the root of frustration, not just close tickets
– Cut down escalations by showing users what’s happening and why
– Prioritize what matters using real-time feedback, not guesswork
– Support every team from IT to HR and Facilities with consistent, transparent service
Instead of drowning in metrics that don’t reflect reality, your team gets clear signals about where to improve, and proof that your work is making a difference.
It’s not about replacing SLAs, it’s about seeing the full picture both from an operational, technical and experience point of view.
Benefits
Experience Management doesn’t just measure
It transforms how teams operate. Inspired by industry best practices and experience-driven ITSM models
Bridge the gap between SLAs and user perception
SLAs tell you the service was delivered. XLAs tell you how users perceive your services
Improve satisfaction and loyalty
Empower all teams
Drive user-centric continuous improvement
Use cases
Use Cases built for teams using Jira Service Management
This solution is ideal for organizations that need to empower both technical and non-technical teams, have a mature JSM setup and want to grow beyond SLAs, care about customer satisfaction (CSAT), employee experience, and continuous improvement
Scale operations while improving the overall service experience
IT Support Leaders benefit this most
Monitor and improve team performance through feedback and actionable insights
Service Desk Managers benefit this most
Design service journeys aligned with user needs
IT Process Owners benefit this most
Give customers transparency, support seamlessly
Business Teams (HR, Legal, Facilities) benefit this most
What’s Included?
The solution brings together three tightly integrated apps to provide a comprehensive, 360° view of the service journey inside Jira Service Management:
Ready to improve your Service Experience?
Get started with Experience Management and turn support into a strategic advantage.
FAQ
What is Experience Management in Jira Service Management?
It refers to tracking and improving the overall end-user (customer or employee) experience, not just operational metrics like SLAs.
Recent trends show a shift to Experience Level Agreements (XLAs) that measure qualitative aspects such as satisfaction and perceived value, alongside traditional SLAs. Know more on how to measure customer experience in JSM
How does the solution work?
The apps packaged into this solution are a collection of 4 Marketplace apps:
– Elements Connect
– Elements Pulse
– Elements Catalyst
– Elements Overview
They are available to try free for 30 days and provide a comprehensive, 360° view of the service journey inside Jira Service Management.
– Elements Connect
– Elements Pulse
– Elements Catalyst
– Elements Overview
They are available to try free for 30 days and provide a comprehensive, 360° view of the service journey inside Jira Service Management.
Can I start with one app?
Of course! You can start with a single app and add more depending on your needs.
If you would like to be advised or discussed your needs, you can book a demo.res integration or apps to gather and analyze true experience and sentiment data
If you would like to be advised or discussed your needs, you can book a demo.res integration or apps to gather and analyze true experience and sentiment data
How do you measure experience in Jira Service Management?
Organizations highlight the importance of both quantitative and qualitative metrics. These include:
– Customer Satisfaction (CSAT) scores
– Net Promoter Score (NPS)
– First Contact Resolution
– Feedback embedded directly into the service workflow
– Correlation of user feedback with service performance data
Jira Service Management offers robust SLA tracking but overlooks genuine experience and sentiment data
– Customer Satisfaction (CSAT) scores
– Net Promoter Score (NPS)
– First Contact Resolution
– Feedback embedded directly into the service workflow
– Correlation of user feedback with service performance data
Jira Service Management offers robust SLA tracking but overlooks genuine experience and sentiment data
Where is my data stored?
Our apps run on Atlassian’s infrastructure, so your data is securely stored in your Atlassian site.
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified—the highest security level for Marketplace Partners. For more details, visit our Trust Center.
We’re part of the Atlassian Marketplace Cloud Security Program, and our apps are Cloud Fortified—the highest security level for Marketplace Partners. For more details, visit our Trust Center.
What are the main pain points for users regarding Experience Management in JSM?
Customers often lack visibility into the full context of tickets, leading to confusion and repeat queries.
Agents experience ticket overload during major incidents due to duplicate submissions.
Limited self-service capabilities can decrease customer satisfaction and increase manual workload for agents.
Frustration around communication gaps and a lack of adaptive forms or contextual support
Agents experience ticket overload during major incidents due to duplicate submissions.
Limited self-service capabilities can decrease customer satisfaction and increase manual workload for agents.
Frustration around communication gaps and a lack of adaptive forms or contextual support
What data is used to compute experience metrics?
Elements Pulse and Elements Catalyst collect data from Jira Service Management projects, including operational metrics like SLAs, service catalog usage, and relevance. These insights are aggregated into real-time dashboards and reports to help IT teams track service quality, user satisfaction, and catalog performance.
Explore our solutions
Benefits
Discover how Elements Catalyst can help your team
Get a better clarity & control over your service catalog
Gain full visibility into your service catalog’s structure, ensuring accountability and continuous improvement. Easily track who manages each service, how it’s used, and where optimizations are needed—so your catalog remains structured, relevant, and efficient.
Make smarter decisions with data-driven optimization and cost management
Leverage powerful usage analytics and financial tracking to monitor service performance, identify inefficiencies, and keep costs under control. Stay on top of your service portfolio by tracking how service costs and revenues evolve over time, ensuring better decision-making and resource allocation.
Deliver a smoother customer experience
Improve the customer portal experience with clearer request categorization, structured service offerings, and real-time insights. Reduce misrouted requests, streamline service delivery, and ensure users find the right services easily—leading to faster resolutions and higher satisfaction.
Gain full visibility into your service catalog’s structure, ensuring accountability and continuous improvement. Easily track who manages each service, how it’s used, and where optimizations are needed—so your catalog remains structured, relevant, and efficient.
Leverage powerful usage analytics and financial tracking to monitor service performance, identify inefficiencies, and keep costs under control. Stay on top of your service portfolio by tracking how service costs and revenues evolve over time, ensuring better decision-making and resource allocation.
Improve the customer portal experience with clearer request categorization, structured service offerings, and real-time insights. Reduce misrouted requests, streamline service delivery, and ensure users find the right services easily—leading to faster resolutions and higher satisfaction.
Article
IT Service Catalog metrics
Learn which metrics should be tracked to understand performance.
Article
How to create an IT service catalog in Jira
Learn how to create an IT service desk in Jira Service Management.
Article
What is an IT service catalog?
Discover what is a service catalog, its benefits and challenges.
Need to know if your use case is possible?
Tutorial
Learn how to track costs and optimize Service Requests in Jira
Enhance Jira Service Management by providing real-time cost tracking, detailed service metadata, and optimized request categorization.
Over 3,000 delighted clients in
62 different countries
FAQ
How does Elements Catalyst improve ITSM teams’ efficiency?
By providing real-time insights, cost visibility, and optimized service request structures, IT teams can streamline service delivery, reduce inefficiencies, and improve customer experience.
What kind of analytics does Elements Catalyst provide?
Elements Catalyst offers usage analytics, cost tracking, and service request categorization insights. It helps identify outdated services, optimize request types, and track financial performance.
How do I set up service cost tracking and display pricing in the Jira portal?
Setting up service cost tracking in Elements Catalyst is straightforward. Within the app, you can assign costs to different services and request types, enabling internal tracking and budgeting. Additionally, you have the option to display service prices directly on the Jira portal, giving users clear cost visibility before submitting a request. This transparency helps manage expectations, reduce unnecessary requests, and improve overall efficiency.
How does Elements Catalyst track and analyze service catalog usage in Jira Service Management?
Elements Catalyst provides in-depth analytics to help service teams monitor and optimize their IT service catalog in JSM. It analyzes key elements such as:
Jira portal usage: Understand how users navigate the portal, which services they search for, and where they may encounter friction.
Request type performance: Identify the most and least used Jira request types, detect recurring issues such as frequent cancellations or recategorizations, and ensure service offerings match user needs.
User groups and service patterns: Gain insights into which teams or departments generate the most requests, allowing better resource allocation and catalog optimization.
With these insights, service managers can continuously refine their catalog, improve request handling efficiency, and enhance the overall user experience in the Jira portal.
Jira portal usage: Understand how users navigate the portal, which services they search for, and where they may encounter friction.
Request type performance: Identify the most and least used Jira request types, detect recurring issues such as frequent cancellations or recategorizations, and ensure service offerings match user needs.
User groups and service patterns: Gain insights into which teams or departments generate the most requests, allowing better resource allocation and catalog optimization.
With these insights, service managers can continuously refine their catalog, improve request handling efficiency, and enhance the overall user experience in the Jira portal.
How does Elements Catalyst integrate with Jira Service Management (JSM) and existing service catalogs?
Elements Catalyst is designed to work seamlessly within Jira Service Management, automatically analyzing data from your existing IT service catalog. It does not require complex configuration or manual data input—simply install the app, and it will start providing insights into your Jira request types, portal activity, and service performance. It also integrates with existing Jira groups, allowing service managers to refine catalog offerings based on real user behavior.
What kind of security does Elements provide for Catalyst? Do you offer end to end encrypted security?
Security is a priority at Elements. That’s why Elements Catalyst is Cloud Fortified, which means we participate in Atlassian’s bug bounty, ensure performance at scale by automated infrastructure deployment and load testing, and respond within 1 day (24 hours) to critical customer support issues, 5 days a week. Cloud Fortified is the highest level of security recognized by Atlassian for Marketplace Partners. For more information, see our privacy policy on our documentation.
Get started with Elements Catalyst today
Elements Pulse
Measure and enhance customer satisfaction by implementing XLAs
Empower your IT teams with Elements Pulse, the Jira solution that puts customer experience at the heart of ITSM. Gain user-centric insights with real-time feedback, customizable analytics, and seamless Jira integration to enhance satisfaction and drive growth.
Customers
90% of customers say the experience a company provides is as equally important as its product or service
Customer Testimonial
Experience data into a single, easy-to-read metric
We’ve been using Elements Pulse for several months to enhance IT Experience Management and track XLAs. Even early on, its intuitive dashboard stands out, seamlessly integrating Jira operational, technical, and experience data into a single, clear metric.
Benefits
Discover how Elements Pulse can help your team
Gain actionable customer experience insights
Use experience metrics and customizable surveys (CSAT, NPS) directly in Jira to capture structured feedback and monitor service quality. These insights, combined with real-time dashboards and trend analysis, provide a clear view of user satisfaction and pain points. IT teams can proactively address issues, optimize support processes, and measure the impact of improvements over time.
Align IT with organizational goals
Move beyond traditional Jira SLAs by incorporating Experience Level Agreements (XLAs), ensuring IT service management aligns with business objectives and user expectations. With customizable goals and real-time feedback collection, teams can continuously evaluate service impact, prioritize improvements, and drive strategic decision-making based on actual user sentiment rather than just technical performance.
Import your Jira data and gain valuable insights
Effortlessly import your Jira Service Management data for comprehensive insights. Choose your preferred data collection period to track evolution and identify trends through detailed dashboards and reports.
Use experience metrics and customizable surveys (CSAT, NPS) directly in Jira to capture structured feedback and monitor service quality. These insights, combined with real-time dashboards and trend analysis, provide a clear view of user satisfaction and pain points. IT teams can proactively address issues, optimize support processes, and measure the impact of improvements over time.
Move beyond traditional Jira SLAs by incorporating Experience Level Agreements (XLAs), ensuring IT service management aligns with business objectives and user expectations. With customizable goals and real-time feedback collection, teams can continuously evaluate service impact, prioritize improvements, and drive strategic decision-making based on actual user sentiment rather than just technical performance.
Effortlessly import your Jira Service Management data for comprehensive insights. Choose your preferred data collection period to track evolution and identify trends through detailed dashboards and reports.
Article
Measure customer satisfaction in Jira with Elements Pulse
Discover how to measure customer satisfaction in Jira with Elements Pulse. Learn how NPS and CSAT integration can help IT teams track user feedback, improve service quality, and drive data-driven decisions.
Article
How to measure customer satisfaction in Jira with Elements Pulse
Shift from SLAs to XLAs in Jira Service Management to enhance customer experience. Learn which key metrics matter and how Elements Pulse helps track and improve service quality in real-time.
Article
Import your Jira data and gain valuable insights
Enhance customer experience in Jira Service Management by shifting from traditional SLAs to Experience Level Agreements (XLAs), focusing on key metrics that prioritize user satisfaction.
Need to know if your use case is possible?
Tutorial
Improve support performance with service quality metrics
Gain a comprehensive view of your IT support performance with a Service quality score that tracks key metrics like resolution rate, response time, and customer abandonment. Learn how it works
Over 3,000 delighted clients in
62 different countries
FAQ
What types of surveys can I create with Elements Pulse to collect user feedback?
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.
Where does Elements Pulse retrieve its data from?
Elements Pulse collects data from multiple sources within Jira Service Management projects. During configuration, you can select one or multiple projects as the foundation for your analysis. Only Jira Service Management projects can be targeted. The collected insights (including performance metrics such as SLAs, etc.) are then aggregated into real-time dashboards and trend analysis reports, enabling IT teams to effectively track service quality and user satisfaction.
What are Experience Level Agreements (XLAs) in Elements Pulse?
Experience Level Agreements (XLAs) go beyond traditional Service Level Agreements (SLAs) by focusing on the end-user experience rather than just operational metrics. Instead of measuring performance purely on factors like response and resolution times, XLAs track user satisfaction, perception, and overall service impact. In Elements Pulse, XLAs leverage real-time feedback, surveys (NPS, CSAT), and experience data to help IT teams align their services with user expectations and business goals.
What is the difference between SLAs and XLAs in Jira Service Management?
SLAs (Service Level Agreements) in Jira Service Management define measurable service commitments like SLA time, response times, and resolution targets. However, they often fail to reflect the customer experience. XLAs (Experience Level Agreements) go beyond service level agreements (SLAs) by measuring customer satisfaction, service quality, and overall experience in Jira service desk and customer portals. With Elements Pulse, IT teams can monitor both SLAs and XLAs, ensuring a balance between efficiency and user satisfaction.
What kind of security does Elements provide for Pulse? Do you offer end to end encrypted security?
Security is a priority at Elements. That’s why Elements Pulse is Cloud Fortified, which means we participate in Atlassian’s bug bounty, ensure performance at scale by automated infrastructure deployment and load testing, and respond within 1 day (24 hours) to critical customer support issues, 5 days a week. Cloud Fortified is the highest level of security recognized by Atlassian for Marketplace Partners. For more information, see our privacy policy on our documentation.
Get started with Elements Pulse today
Elements Overview
Display and edit snippets of related issues exactly where you need them
Don’t waste time on switching issues each time you need to modify them. Use Elements Overview and modify any custom fields of related issues without changing context.
Overview’ story
Great solution for support teams
Elements Overview is a great solution for support teams. Getting the whole context behind a customer request helps agents improve response times and provide better service.
Blog
Elements Overview was born from the Codegeist hackathon with an Honorable Mention for the ITSM category
Benefits
Discover how Elements Overview can help you team
Edit related issues directly from the issue you’re working on
Don’t waste time switching issues each time you need to modify them. Use Elements Overview and modify any custom fields of related issues without changing context.
Let JSM customers glimpse out-of-reach issues
Reassure customers by giving them a glance of specific content from requests related issues directly on the portal.
Fully customize which data to display and where
Choose where relevant related issues are displayed, in an issue panel or directly in the glance view. Give more context to Software users by controlling the information shown from Jira.
Don’t waste time switching issues each time you need to modify them. Use Elements Overview and modify any custom fields of related issues without changing context.
Reassure customers by giving them a glance of specific content from requests related issues directly on the portal.
Choose where relevant related issues are displayed, in an issue panel or directly in the glance view. Give more context to Software users by controlling the information shown from Jira.
Use Case
Display all caused incidents in a problem
Use Case
Show escalated issues to customer on portal
Use Case
Issues in Epics
Need to know if your use case is possible?
A powerful duo
Unleash the full potential of Elements Overview by using it together with Elements Copy & Sync.
Are you looking to streamline your workflow and automate issue creation? Look no further than Elements Overview and Elements Copy & Sync. When used together, these two powerful apps can help you unleash the full potential of your team’s work. With Elements Copy & Sync, you can automate issue creation and ensure that any issues created are automatically taken into account by Elements Overview. This allows for seamless collaboration and greater productivity across your team. So why wait? Start using Elements Overview and Elements Copy & Sync together today and see just how much more productive your team can be.
FAQ
Can Overview display issues for unlicensed users on the Customer Support Portal?
For the moment it’s not possible, but we’re working on it! We’re already in the EAP for addressing this concern and as soon as it will be fully available it will become possible for anonymous users to view the issues.
I’ve used Copy & Sync on Prem where there issues displayed in the data panel were only the linked issues. In Cloud, do the same restriction apply? Issues need to be linked to be shown?
No, in Coud we provide a dynamic JQL mode additional to the linked issues, allowing you to display issues in overviews even when they are not linked to the parent issue. The JQL is configured directly in Overview, so you can decide exactly which information you want or need to display. Check our documentation page for more details about configuring the data shown in your overviews.
Can I configure where to place my overviews?
Of course, you can decide if you prefer to have your overviews in a card mode on your Glance view or as a table in the panel below the Issue description fields. The Overview layout is entirely up to you. Check out here how to place your overviews to best fit your needs.
Get started with Elements Overview today
Elements Spreadsheet
Make your data alive directly on your Confluence page
Easily organize and analyze your data directly into powerful and dynamic table perfectly embedded in your Confluence page. Manage your projects efficiently with advanced formatting features.
Customer Testimonial
Great app!
Great app! Quite surprised – Spreadsheet is seamlessly integrated inside Confluence pages and it allows us to create advanced tables, run calculations and manage budgets in Confluence. It’s all we needed!
Benefits
Discover how Elements Spreadsheet can help your team
Easily organize your data in advanced tables
Build advanced tables and run calculations on your data entries with 400+ formulas. Easy to use and intuitive.
Empower your business teams with customizable templates.
Empower your business teams with customizable templates.
Display tables seamlessly in Confluence
Easily integrate your tables into your Confluence pages and give your team access to centralized information. You can even use Date Pickers and @mentions.
Table display options are countless, display your tables as icons or tables, and display only some sheets as opposed to all sheets.
Table display options are countless, display your tables as icons or tables, and display only some sheets as opposed to all sheets.
Import from and export to Excel
Combine the power of both apps into Confluence. Import or export your data in a simple click and gain productivity.
Build advanced tables and run calculations on your data entries with 400+ formulas. Easy to use and intuitive.
Empower your business teams with customizable templates.
Empower your business teams with customizable templates.
Easily integrate your tables into your Confluence pages and give your team access to centralized information. You can even use Date Pickers and @mentions.
Table display options are countless, display your tables as icons or tables, and display only some sheets as opposed to all sheets.
Table display options are countless, display your tables as icons or tables, and display only some sheets as opposed to all sheets.
Combine the power of both apps into Confluence. Import or export your data in a simple click and gain productivity.
Need to know if your use case is possible?
Tutorial
Never start from scratch, we have the template you need
“Excellent light and easy to use spreadsheet. The calculations right in the confluence page is a life saver, it brings a Confluence page to a whole new level.”
If you need inspiration, Elements Spreadsheet has you covered! Your business teams can choose from a wide range of pre-defined templates, ranging from simple to-do lists, budget tracking, project and invoice management, etc. You can also create your own custom templates to match your company’s look and feel.
If you need inspiration, Elements Spreadsheet has you covered! Your business teams can choose from a wide range of pre-defined templates, ranging from simple to-do lists, budget tracking, project and invoice management, etc. You can also create your own custom templates to match your company’s look and feel.
FAq
My document has many sheets but I would like to display only some specific ones. Can Spreadsheet do that?
Yes. Spreadsheet macro properties offer advanced display options, among which the ability to display the sheets of your choice.
Where is spreadsheet data stored?
Spreadsheet documents are stored inside the customer’s Confluence instance as page attachments.
Is there a version history of my spreadsheet documents?
Yes. You can find an audit trail of all saved spreadsheet document versions under the page’s attachments (Attachments > Files). Document versions are saved as ssc files that can be downloaded.
I am migrating from Data Center to Cloud. Is Elements Spreadsheet migration compatible with the Confluence Cloud Migration Assistant?
Migration from Server/Data Center to Cloud is fully supported by the Confluence cloud migration assistant add-on and does not require any additional steps. Find out more information about Cloud migration in our documentation.
Get started with Elements Spreadsheet today
Elements Publish
Make information from Jira available for Confluence users
Take your Jira and Confluence integration to the next level by building Confluence pages with data from fields, comments, attachments, and labels from one or multiple issues. Stakeholders retain their preferred tool, with information synchronized from Jira to Confluence.
Customer Testimonial
Recipes are dead easy to make
We are loving all it can do.
We use it in problem records, security vulnerabilities and change management… Recipes are dead easy to make and the fact we can trigger using A4J or workflow post functions makes life easy.
We use it in problem records, security vulnerabilities and change management… Recipes are dead easy to make and the fact we can trigger using A4J or workflow post functions makes life easy.
Benefits
Discover how Elements Publish can help your team
Create Confluence pages from Jira issues
Make information in Jira available to stakeholders who need it in Confluence. Since changes in Jira can be synchronized to Confluence, stakeholders can keep using the tool they prefer.
Generate pages with dynamic options
Streamline the process of organizing information in Confluence, with fewer manual actions required. Dynamic options for page titles and parent pages make it easy to structure pages.
Embed all the information you need
Design your page using the in-app editor or insert Jira data directly onto a Confluence templates. It’s ideal for post-mortems, change management, knowledge base articles, or compliance needs.
Make information in Jira available to stakeholders who need it in Confluence. Since changes in Jira can be synchronized to Confluence, stakeholders can keep using the tool they prefer.
Streamline the process of organizing information in Confluence, with fewer manual actions required. Dynamic options for page titles and parent pages make it easy to structure pages.
Design your page using the in-app editor or insert Jira data directly onto a Confluence templates. It’s ideal for post-mortems, change management, knowledge base articles, or compliance needs.
Use Case
Create postmortems in Confluence
Automate the creation of your incident postmortem in Confluence by publishing data from your Jira issue
Use Case
Turn comments into articles
Leverage the work your support agents are already doing to automatically create articles for your knowledge base.
Need to know if your use case is possible?
Tutorial
Update pages automatically when Jira issue fields are changed
Once a Confluence page has been created from a Jira issue, it doesn’t necessarily mean that the Jira issue won’t change anymore. Thanks to Elements Publish, when a field is updated in Jira, its value can be automatically updated in the Confluence page.
Hundreds of delighted clients around the world
FAQ
Can Confluence pages be updated in the information in Jira changes?
Yes, you can activate synchronization for fields, comments, attachments, or labels so that if they change in the Jira issue they are updated on the Confluence page. Follow this tutorial to learn how to set it up.
Can you use Publish with Confluence templates?
Yes, you can embed Jira fields in Confluence templates and blueprints. Check out this video to learn how
Can you publish information from a parent and child issue to the same page?
Yes, you can either retrieve field details from a parent issue when publishing an issue, or you can activate the amend feature to add the details from the Jira issue to a page that already has details published from another issue. See this tutorial to publish information from a parent issue, or this tutorial to publish details from several issues to one page.
Can you publish attachments from the Jira issue?
Yes, you can publish attachments as well as fields to your Confluence page. If the attachments are in the issue description, they will be included on the page in the location where you embed the description. See all the content types that can be published on our documentation.
What kind of security does Elements provide for Publish? Do you offer end to end encrypted security?
Security is a priority at Elements. That’s why Elements Publish is Cloud Fortified, which means we participate in Atlassian’s bug bounty, ensure performance at scale by automated infrastructure deployment and load testing, and respond within 1 day (24 hours) to critical customer support issues, 5 days a week. Cloud Fortified is the highest level of security recognized by Atlassian for Marketplace Partners. For more information, see our privacy policy on our documentation.