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Experience Management for JSM

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.

Experience Management for Jira

The challenge: support that meets SLAs but fails people

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.

The Solution: Experience Management that puts people first

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 Improve satisfaction and loyalty

  • Understand what frustrates users before they escalate. Use real-time feedback to fix gaps in service delivery, respond more thoughtfully, and show users they’ve been heard, not just handled.
  • Empower all teams Empower all teams

  • Experience Management isn’t just for IT. HR, Facilities, Finance, and other business teams also deliver services that deliver value.
  • Drive user-centric continuous improvement Drive user-centric continuous improvement

  • Deliver faster, more personalized support based on real-time user-centric insights.
  • 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

    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:

    Structured, dynamic data intake from external systems, so customer requests land in Jira complete, clean, and actionable.

    Capture customer sentiment through real-time feedback and Experience Level Agreements (XLAs) , so you can measure what SLAs don’t: how people feel about the service they receive.

     Design smarter, user-centric service catalogs that make it easy for users to find the right help, boosting efficiency and satisfaction in every request.

    Bridge the communication gap with rich context displayed directly in your Jira Service Management portal , so users stay informed and trust the process.

    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.

    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

    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

    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.

    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

    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.
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