Support groups & segments

ciopulse organises feedback around two things you define in the Portal: Support Groups (your teams and departments) and Customer Segments (meaningful groupings of your customers). Getting these right is what makes your dashboards and reports useful. This page explains the hierarchy, the codes your ITSM passes, and the per-group settings that affect reporting.

Support Groups: Teams, Departments and Business Unit

ciopulse reports Net Promoter Scores at three levels:

• Team — usually maps to a ticket queue / assignment group in your ITSM (e.g. Service Desk).
• Department — a collection of Teams (e.g. Service Delivery).
• Business Unit — the top level (e.g. IT), reported in the monthly management report.

In the Portal, both Teams and Departments are “Support Groups”. What makes one a Department rather than a Team is simply the Department field:

• Leave a Support Group’s Department field blank → it’s a Department.
• Set a Support Group’s Department field to a Department → it’s a Team of that Department.

Surveys can be completed for both Teams and Departments, though Departments usually don’t have their own ticket queue. You can move a Team between Departments at any time; scores (including history) recalculate, which can take up to 12 hours.

Support Group settings that matter

When you add or edit a Support Group:

• Support Group Code — the unique code your ITSM passes in the &rgid= parameter. It must contain only letters, numbers, hyphens and underscores — no spaces or special characters. No two groups can share a code.
• Support Lead — the contact who receives this group’s alerts and reports. A group can’t be “leaderless”, so reassign the lead before removing a contact.
• Also Alerts — up to six additional contacts who receive alerts alongside the lead.
• CCS Only? — set to Yes for groups that only handle Compliments, Complaints & Suggestions and never resolve tickets. A transactional survey for a CCS-only group is flagged as an error.
• Active? — an inactive group is hidden from filters, the Department drop-down and the monthly report, but its surveys still count towards NPS and it still receives automated reports. (Set a Department inactive only after its Teams are inactive.)

Excluding a group from NPS

Sometimes a non-IT team (say, Facilities) shares your ITSM and collects feedback you don’t want in your IT NPS. ciopulse can exclude a Support Group so its surveys never contribute to any Net Promoter Score — email support@cio-pulse.com to set this up. Excluded groups show “(EXCLUDED)” after their name and still appear on operational reports (Service Recovery, Promoters, Survey Responses) so nothing is silently dropped.

Customer Segments

Segments are a second way to slice satisfaction — by location, business function, customer type, or anything meaningful to you. ciopulse calculates a separate NPS for each segment. A survey can carry up to two segments (&sgid1= and &sgid2=), and the two dimensions should represent genuinely different groupings (e.g. sgid1 = location, sgid2 = business function).

When adding a Segment:

• Segment Code — passed in &sgid1=/&sgid2=; letters, numbers, hyphens and underscores only, unique.
• Active? — controls whether the segment appears in dashboard filters and the segment league table (it doesn’t remove past surveys or affect NPS).

Surveys submitted without a segment are assigned to the reserved default segment “NONE” / “No segment”.

Setting these up

You can create Support Groups, Contacts and Segments one at a time in the Portal, bulk-upload them from a CSV during initial setup (one upload per data type — Contacts first, then Departments, then Teams; Segments any time), or keep them in sync automatically with the V5 ITSM API.

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