Elements Pulse
- #Jira
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.
