Other ITSM / survey URL setup

ciopulse works with any ITSM platform that can include a link in its ticket-closure notification. Instead of integrating directly, you add a ciopulse survey link to your closure email template, with placeholders that your ITSM fills in for each ticket. This page shows how to build that link, add it to your ITSM, pass the right ticket details, and test the flow.

Confirmed platforms include BMC Helix/Remedy, Jira Service Management, Zendesk, Freshservice, TOPdesk, Cherwell, Marval, Ivanti and ManageEngine. (For ServiceNow, use the certified app instead — it builds this link for you.)

Step 1 — Get your base survey link

In the ciopulse Portal, go to View your URLs to find your base survey link. It includes codes unique to your account and looks like this:

https://survey.cio-pulse.com/?tc=ts&sc=ABCXYZ&cpc=QRStuv

The sc and cpc values are specific to your account — don’t change them.

Step 2 — Add ticket details to the link

You then add parameters that identify each ticket. Two are required; the rest are optional but recommended for richer reporting.

Required

Parameter	What it is
&tid=	Ticket ID — the ticket number. Must be unique per survey. If the same ticket ID is submitted twice within 30 days, the newer response replaces the older one.
&rgid=	Support Group Code — the team that resolved the ticket. Must exactly match a Support Group Code in your Portal (letters, numbers, hyphens and underscores only — no spaces).

Optional (recommended)

Parameter	What it is
&agid=	Agent ID — the resolving agent (email, employee ID or name). Encode spaces as %20.
&cid=	Customer ID — an identifier for the end user (first name, full name, email or employee ID). Doesn’t need to be unique.
&sgid1=	Segment 1 code — e.g. location. Must match a Segment Code in the Portal.
&sgid2=	Segment 2 code — e.g. business function. Must match a Segment Code in the Portal.

A complete link looks like:

https://survey.cio-pulse.com/?tc=ts&sc=ABCXYZ&cpc=QRStuv&tid={ticket_id}&rgid={support_group}&agid={agent}&cid={customer}&sgid1={segment1}&sgid2={segment2}

Step 3 — Add the link to your closure notification

Edit your ITSM’s ticket-closure (or resolution) email template and insert the link, replacing the {...} placeholders with your ITSM’s own field tokens so it fills them in per ticket. A few examples:

Zendesk

<a href="https://survey.cio-pulse.com/?tc=ts&sc=ABCXYZ&cpc=QRStuv&tid={{ticket.id}}&rgid={{ticket.group.id}}&agid={{ticket.assignee.email}}&sgid1={{ticket.requester.locale}}&cid={{ticket.requester.email}}">Click here to complete the survey</a>

Marval

<a href="https://survey.cio-pulse.com/?tc=ts&sc=ABCXYZ&cpc=QRStuv&tid=[REQUEST_NO]&rgid=[ASSIGNEE_GROUP]&agid=[ASSIGNEE_MAIL]&sgid1=[CUSTOMER]&cid=[CUSTOMER_ID]">Click here to complete the survey</a>

The exact token syntax differs by platform — use whatever your ITSM uses for merge fields. If you’re unsure which tokens are available, your ITSM administrator or documentation will list them.

Embedding the first question in the email

Instead of a link, you can embed Question 1 (the 0–10 rating) directly in the closure email. The user picks a rating in the email and is taken to the rest of the survey in their browser. Embed HTML is available in the Portal in small, medium and large sizes. The embedded version always shows a number scale (icons aren’t supported in email).

Step 4 — Limit how often you survey

To avoid annoying your users, limit survey frequency. In order of preference:

1. Best — never survey the same person more than once every four weeks.
2. Good — only send a survey every few closed tickets.
3. Fallback — survey every closure, but let users know this will happen.

Step 5 — Test the end-to-end flow

Run 20–30 test surveys before going live, covering different Support Groups, agents, segments and ratings, so you can confirm:

• The link appears correctly in the closure notification.
• &rgid= maps to the right Support Group in ciopulse.
• Optional parameters (agid, segments) pass through.
• Service Recovery alerts trigger at your chosen rating.

Append &discard to a link to test a survey without saving the response. For responses you do submit during testing, contact support@cio-pulse.com to delete the test data before going live.

Still need help? Email support@cio-pulse.com.