Frequently asked questions

Quick answers to the questions we hear most often. If yours isn’t here, email support@cio-pulse.com.

Getting started

How long does setup take?

Setup runs as three parallel streams: administrator training and Portal setup (a few days), ITSM configuration (1–5 days), and organisational change management (a few weeks of communicating to users and Support Leads). ServiceNow customers using the certified app can usually complete the ITSM piece in a few hours.

Does ciopulse only work with ServiceNow?

No. ciopulse works with any ITSM that can include a link in its ticket-closure notification. ServiceNow has the simplest path via a certified app, but it isn’t required. Confirmed platforms include BMC Helix/Remedy, Jira Service Management, Zendesk, Freshservice, TOPdesk, Cherwell, Marval, Ivanti and ManageEngine. See Other ITSM / survey URL setup.

Who sends the survey — ciopulse or us?

Your ITSM sends it. ciopulse provides the survey link and hosts the survey page; your ITSM delivers the link in its closure notification. This is what makes ciopulse work with any ITSM.

Surveys and responses

Will surveys annoy our end users?

They shouldn’t if you survey sensibly. Surveys are short (three questions, under two minutes) and need no login. We recommend never surveying the same person more than once every four weeks — or only sending a survey every few closures. See the frequency guidance in Other ITSM / survey URL setup.

Can I customise the survey questions and branding?

You can customise the background, welcome and thank-you pages, the Question 1 rating display (number or icon scale), button colours, all wording, the font, and the eight experience factors. You can’t change the number of questions, the 0–10 rating scale, or the requirement for exactly eight experience factors. Note that changing the experience factors after go-live means losing historical comparison, so settle them before launch.

What does ciopulse measure?

The core metric is NPS (Net Promoter Score), from a 0–10 “How likely are you to recommend this service?” question. Respondents are Promoters (9–10), Passives (7–8) or Detractors (0–6), and NPS is % Promoters − % Detractors. See Dashboards & reports.

Is there a limit on surveys or users?

No. There’s no limit on surveys issued, Support Groups tracked, or users who can access ciopulse information.

Data and security

How is response data stored and secured?

ciopulse runs on AWS and stores very little personal data by design — essentially the ticket ID, rating, written feedback, and whatever identifiers you choose to pass. All data is transferred over HTTPS, backups are encrypted, and passwords are encrypted. Portal access requires a 14-character passphrase plus two-factor authentication. You control how much PII is passed, and can anonymise or strip email domains. See Account & portal access.

Does ciopulse store our end users’ personal details?

Only what you pass in the survey link plus the response itself. End-user contact details stay in your ITSM — ciopulse never needs them to send surveys. You can pass anonymised identifiers for fully anonymous feedback.

Do you support Single Sign-On?

Yes — SAML 2.0 SSO is available, working with providers such as Azure AD, Okta, OneLogin and Shibboleth. It requires exchanging SAML metadata with your security team.

Is there an API?

Yes. ciopulse has a REST API (v5) covering reference data (support groups, contacts, segments), transactional, relationship and CCS responses, NPS scores, factor labels and Service Recovery timeliness — plus webhooks for event-driven integrations. See V5 ITSM API.

How do I reset my password?

Password reset is self-service: use the Forgot password link on the sign-in page and follow the emailed reset link. See Account & portal access.

What happens to our data if we cancel?

You can export all your data as CSV at any time. After termination, all client data is deleted within 90 days (or sooner on request).

Don’t see your question? Email support@cio-pulse.com.