Hi Atlassian Community! đź‘‹
Employee experience has quietly become one of the biggest levers for productivity in IT.
As companies roll out new tools, automate more of their workflows, and now bring AI agents into the mix, the real question isn't whether these changes look good on paper, it's whether they actually make employees' work easier or add friction.
Yet most IT teams still measure success through SLAs and ticket counts, metrics that can look perfectly healthy while the people behind them are quietly struggling. Without a reliable way to measure and act on employee experience, IT leaders end up making investment decisions in the dark.
We're excited to announce the release of Elements Pulse, a new app that combines operational data from Jira Service Management with real employee experience signals, so IT leaders can see where digital friction actually lives and decide where to invest first.
👉️ Try the app
The gap between "resolved" and "satisfied"
IT leaders face a paradox: SLAs look green, but employees are still frustrated. Operational metrics tell you what happened, not why it matters or what to fix first. Experience data and operational data usually live in separate tools, so friction points can't be traced back to their root cause, and it becomes hard to justify IT investments to leadership.
Elements Pulse solves this by combining operational data from Jira Service Management with real employee experience signals from surveys in a single view, turning complex service metrics into clear, prioritized decisions on where to invest first.
What's making this urgent
Two trends are making this urgent for IT teams right now.
The first is AI. As AI agents get deployed on service portals to triage requests or answer employees directly, IT teams need a way to check whether these agents are actually reducing friction, or quietly creating new frustration that never shows up in a ticket.
Elements Pulse lets you monitor employee satisfaction around AI-handled requests the same way you would for any other service.
The second is migration. Teams moving from ServiceNow to Jira Service Management have a technical checklist to get through, but the harder question is often whether employees actually adopted the change and whether their experience improved.
Elements Pulse gives you a way to measure that adoption in real terms, not just go-live status.
How Elements Pulse works
1. Capture feedback that actually means something
Build multi-question surveys instead of relying on a single generic CSAT question, mixing CSAT, CES, NPS, rating scale, and open text to capture real nuance, not just a score.
This is where Elements Pulse goes further than JSM's native surveys, which are limited to one type of question per request and don't let you mix formats or ask follow-up questions.
Surveys are triggered through Automation rules and displayed directly in the comments section of the service request, so they reach employees right where they're already working.
đź“ŤLearn more about how to create a survey in Jira
2. Make sense of the data
Admin-facing dashboards with enhanced data exploration turn raw survey responses into clear, digestible insights, and you can drill all the way down to the individual ticket behind a score to understand exactly what drove it.
đź“ŤRead how to drill-down to the ticket level
3. Take your data further - COMING SOON
Export your dashboards and survey data whenever you need to, so you can plug Elements Pulse data into your own BI tools, reports, or workflows without being locked in.
Is Elements Pulse the right fit for you?
Elements Pulse is built for IT leaders (CIOs, CTOs, Heads of IT and Heads of Service Management) who own employee-facing service delivery in organizations that rely heavily on Jira Service Management. If you’re regularly asked to justify IT spend, explain what’s really driving employee frustration, or prove the impact of a migration or an AI rollout, Elements Pulse gives you the data to back up your answers, instead of relying on gut feeling or a patchwork of Excel exports. And if your goal is to raise customer satisfaction or make your IT teams more productive, it shows you exactly where to focus your efforts for the biggest impact.
đź“ŤRead more about Elements Pulse - the IT Experience Intelligence app for Jira Service Management
What's next
This first release focuses on giving you a flexible way to collect and explore employee experience data. It's the foundation we're building on, and next on the roadmap is going deeper on correlating experience with operational performance, and making it easier to turn Elements Pulse insights into something you can share with the rest of the business.
Get started
Try Elements Pulse on your Jira Service Management instance or Book a demo to see Elements Pulse in action.
