Elements Pulse helps IT leaders (CIOs, CTOs, and Heads of IT) answer the question that matters most: What friction is getting in the way of employee productivity, and what should we fix first?
The problem: green SLAs, frustrated employees
IT leaders face a paradox. SLAs look healthy on paper, tickets get resolved on time, yet employees remain frustrated with the service they receive. Existing dashboards show what happened, but not why it matters or what to do next. Without a clear, shared narrative, it's hard to justify decisions or defend IT's budget in front of leadership.
Elements Pulse is not a reporting tool. It's a decision instrument.
How it works: O data + X data
Pulse combines two layers of data that are usually disconnected:
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Operational data (O data): Jira Service Management metrics such as Time to Resolution (TTR), First Response Time (FRT), First Contact Resolution (FCR), and Reopening Rate.
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Experience data (X data): what employees actually feel, captured through CSAT, NPS, CES, and fully customizable surveys.
By correlating the two, Pulse reveals what we call the watermelon effect: cases where operational metrics look green on the surface, but the real employee experience underneath tells a very different story. This is the blind spot that generic BI tools and basic survey add-ons can't see, because they only ever look at one side.
What Pulse enables
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Collect: Gather operational metrics automatically from JSM alongside experience signals from flexible, multi-question surveys (CSAT, NPS, CES, rating scales, open text), triggered right in the ticket workflow through Automation.
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Interpret: Explore unified Experience and Productivity dashboards, drill down from a high-level score to the specific space, request type, organization, or individual ticket behind it, and track trends over time.
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Share: Export your dashboards and underlying data as JSON to feed your own reporting tools or share results with other teams.
Key differentiators
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Purpose-built for IT leadership, not a generic BI tool, not a basic CSAT add-on.
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Combines O and X data in a single scoring engine, instead of leaving them in disconnected tools.
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An integrated, flexible survey builder that goes well beyond native JSM CSAT.
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Focused on service and experience data, not device or network telemetry, to explain and improve the human side of employee experience.