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. The tc value is the survey type: ts for transactional (post-ticket) surveys, rs for relationship surveys, and ccs for the Compliments, Complaints & Suggestions form. For post-ticket surveys, leave it as tc=ts.

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	Max length
&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.	50
&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).	100

Optional (recommended)

Parameter	What it is	Max length
&agid=	Agent ID — the resolving agent (email, employee ID or name). Encode spaces as %20.	100
&cid=	Customer ID — an identifier for the end user (first name, full name, email or employee ID). Doesn’t need to be unique.	100
&sgid1=	Segment 1 code — e.g. location. Must match a Segment Code in the Portal.	100
&sgid2=	Segment 2 code — e.g. business function. Must match a Segment Code in the Portal.	100

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}

Special parameters

Parameter	What it does
&discard	Loads the survey for testing without saving the response.
&rating=N	Pre-selects a 0–10 rating — used when you embed Question 1 in the email.
&bun=	Sets the dynamic wording of Question 1 for relationship surveys.

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.

Watch for &

When a URL is copied through some email clients or chat tools, the & characters can turn into &, which breaks the link. If a survey link isn’t working, check for & and replace each with a plain &.

Writing the invitation

A short, clear invitation lifts response rates. Keep the subject specific and the body brief, and always remind the user what the ticket was about so they know what they’re rating. For example:

Subject: How was our service? 2-minute survey

Hi {first name}, please take 2 minutes to tell us about your recent support experience: {survey link}. Your feedback helps us improve. Here’s a reminder of your ticket: {ticket summary}.

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 straight to Question 2 in their browser, with Q1 already answered. Embed HTML is available in the Portal (under View your URLs) in small, medium and large sizes.

Under the hood the embed is eleven copies of your survey link — one per rating, each ending in &rating=0 through &rating=10. Your ITSM still appends the ticket parameters (tid, rgid, etc.) to all eleven. The embedded version always shows a number scale (icons can’t render reliably in email), so test it in the email clients your customers actually use before rolling it out.

Minimising the personal data you store

You control exactly what ciopulse stores. To keep personal data to a minimum:

• In agid/cid, pass a personnel ID or the local part of the email (before the @) instead of a full email address.
• Or pass the full email and switch on Remove Email Domain in Preferences — ciopulse strips the @domain automatically (so jane.smith@corp.com is stored as jane.smith).
• For fully anonymous feedback, pass generic values like No-agent / No-customer.

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.