Edit your preferences
The 'Preferences' screen is broken up into four subsections:
Log in to the client administration portal
At the client portal log in screen, enter your email address and password to log in.
Set the instance
If your organisation has multiple licenses of CIOPulse, and you are authorised to manage more than one of them, you will be able to switch between these instances.
Choose the instance you wish to work on now using the drop-down list and click the 'Set instance' button.
Select 'Preferences'
Select 'Preferences' to manage the preferences for this instance.
Service Recovery
- Service Recovery Threshold - this is a number between 1 and 9 that determines when Support Leads are alerted that service recovery is required. Alerts are triggered when a customer provides a Q1 transactional survey rating of less than or equal to this value.
- Alert Time - The local time of day that service recovery alerts will be sent to Support Leads. Must be between 6am and 6pm.
- Timezone - Your timezone. Used in conjunction with Alert Time to determine when to send Service Recovery and CCS emails/alerts.
- Weekend Alerts? - Set this to 'No' and SMS alerts will not be sent on Saturdays or Sundays. They will be queued up for delivery on Monday instead.
- CCS Alerts? - Set this to 'All complaints' and SMS alerts will be sent when a Complaint is submitted via the Compliments, Complaints & Suggestions (CCS) Form. Set this to 'All compliments, complaints & suggestions' and SMS alerts will be sent when any feedback is submitted via the CCS Form. Set this to 'All contact mes' and alerts will be sent whenever any Compliment, Complaint or Suggestion is received where the customer has indicated they would like to be contacted. Set this to 'No alerts' and no SMS alerts will be sent.
- Service Recovery Target (Hours) - If you are going to use CIOPulse to record service recovery actions, set this to the longest time you'd expect to pass between an 'unhappy customer' submitting a survey, and the customer first being contacted to attempt service recovery. Performance against this target will be measured and reported by CIOPulse on the Service Recovery Performance interactive dashboard. If you will not be using the Service Recovery Notes capability of CIOPulse, leave this field as zero.
When setting your Service Recovery Target, please bear in mind that there will be a delay between a survey being submitted and the Support Lead being alerted via SMS.
For example, consider this scenario: Weekend Alerts are set to 'No', the Alert Time is set to 9am, and an unhappy customer submits a survey at 10am on Friday morning. The email alert for this feedback will be sent at 9am on Saturday (23 hours after the survey). And because Weekend Alerts are turned off, the corresponding SMS alert won't be sent until 9am Monday (71 hours after the survey).
Security
See Setup User Access Security for detailed information on each of these options. For information on Information Security in general, see Information Security FAQ.
- User Login Type - Governs the type of user access control: No login required, Email Address required, Single Sign-On authentication, or Access Code (All or Management) required.
- Admin 2FA Method - Determines whether two-factor authentication (2FA) verification codes for administrator logins are provided by authentication app, SMS or email. This field is only available to Master Administrators.
- Restrict Access by Role - Set to 'Yes' if Support Leads are only able to access information for their Support Groups. Can only be set to 'Yes' if User Login Type is Email Address or Single Sign-On.
- Also Alerts for SR Only - Set to 'No' if Also Alerts have the same access rights as Support Leads. When set to 'Yes', Also Alerts will only get sent the daily Service Recovery Report (and SMS) for their Support Groups. When set to 'No', Also Alerts will also get the Weekly Promoters and monthly Survey Response reports.
- Access Code - Enter a code here if you want CIOPulse to prompt for this code before information is displayed.
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Encoded URLs Only - Set to 'Yes' if users can only access CIOPulse with encoded URLs. Encoded URLs have all their parameters replaced with a single ID parameter that contains gobbledygook, e.g.
?id=x%2BAkDgv112e8MgBzsbqKGylYwinstead of?cpc=ABC123&rgid=SERVICEDESK. Encoded URLs prevent users from editing URLs in order to access information that they're not supposed to, e.g. by changing&rgid=SERVICEDESKto&rgid=APPS. - IP Address Ranges - To restrict access to a given set of IP addresses, enter a comma-separated list of IP addresses and IP address ranges (with no spaces before or after the commas or anywhere else in the field). For more information on how to do this, see Specifying IP Address Ranges below.
'Admin 2FA Method' will not appear in your Preferences if your organisation has multiple instances of CIOPulse managed as a Group. In this case, the Admin 2FA Method can be changed on request via [email protected] and will apply to all instances in the Group.
If Restrict Access by Role = 'Yes' (which requires Email Address or SSO security) and Also Alerts for SR Only = 'Yes', Also Alerts will be sent daily Service Recovery alerts and reports but will not be able to enter Service Recovery Notes. If Also Alerts need to enter Service Recovery Notes when Restrict Access by Role = 'Yes', set Also Alerts for SR Only to 'No'.
Should you ever wish to replace your Portal Code with a new one (instantly preventing anyone with your old Portal Code from accessing CIOPulse information), please ask us at [email protected]. This is something we can do for you over a weekend.
Email Recipients
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Send-to Administrator - Used in conjunction with the
&sendtoparameter of a number of CIOPulse reports, e.g. the Survey Responses report. When &sendto=admin, the report will be sent to the administrator set in this field. This is useful when multiple administrators have been authorised to one instance of CIOPulse. - Monthly Report Recipients - A comma-separated list of email addresses. On the first of every month, CIOPulse produces a Customer Satisfaction report for you. When the report is ready, CIOPulse will send a 'your report is ready' email to the administrator(s) and all the email addresses in this field. This field must be blank or contain a list of comma separated email addresses.
- Product Comms Recipients - A comma-separated list of email addresses. We will always email administrators with news and updates about CIOPulse, e.g. planned outages, incident notifications and new features. We will also send these emails to all the email addresses in this field. This field must be blank or contain a list of comma separated email addresses.
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Additional 'Send-to' Recipients - A comma-separated list of email addresses. Used in conjunction with the
&sendtoparameter of a number of CIOPulse reports, e.g. the Survey Responses report. By using the &sendto parameter when requesting a report, the report can be sent to any email address on this list. - Department TS Reporting Preference - When to report Team-level transactional surveys (TS) to the Support Leads of their Departments? When set to "None" (the default), only the Support Leads of Support Groups that have received surveys will get the automated Service Recovery Report (daily), Weekly Promoters Report (weekly) and Survey Responses Report (monthly). Setting this field to any other value (e.g. "Monthly only") will mean that the Support Leads of Departments will also get these reports if any of their Teams have had surveys completed for them. For more information see Understanding the Department TS Reporting Preference.
- Department CCS Reporting Preference - When to report Team-level compliments, complaints and suggestions (CCS) to the Support Leads of their Departments? When set to "None" (the default), only the Support Leads of Support Groups that have received CCS feedback will get the Daily Alerts and Monthly CCS Feedback. Setting this field to any other value (e.g. "Alerts only") will mean that the Support Leads of Departments will also get these reports if any of their Teams have had CCS feedback completed for them.
Educational emails (such as training emails and monthly tips) are only sent to Administrators and are not sent to any of the email addresses listed in the three 'Recipients' fields.
It is not necessary to include the Master or Supporting Administrator email addresses in the Monthly Report Recipients, Product Comms Recipients or Additional 'Send-to' Recipients fields. Administrators will automatically get these reports.
Product Comms Recipients are not able to access CIOPulse when User Login Type is Email Address or Single Sign-On.
Integration
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Remove Email Domain - Set to 'Yes' if your survey URL contains email addresses in the Customer ID (
&cid=) and/or Agent ID (&agid=) fields and you'd like CIOPulse to remove the domain name for privacy purposes. For example, if the survey URL included&[email protected],saburo.singhawould get stored in the CIOPulse database rather than Saburo's full email address. - Ticket Hyperlinking - Use these fields to turn ticket numbers on all your reports and dashboards into hyperlinks to the ticket records in your customer support system. See the section below to learn how to use these fields.
- API Key - If you are on our Corporate or Enterprise Plan, we can provide you with a unique API key that you will need to use when accessing our API endpoints. If your API Key is blank, please email us at [email protected].
- Webhooks - CIOPulse is able to call any API you specify (a "webhook"), sending a completed transactional or relationship survey to it within a few minutes of the customer submitting the survey.
Survey Invitation Templates
Transactional (ticket) survey invitation emails are normally sent by your customer support software. If you wish to change the ticket survey email template, you need to do that in your customer support software.
The configuration settings described below are for automated relationship surveys and for the collect-feedback function.
- Organisation Logo URL - Specify the URL for your organisation's logo. This image will be used in two places: the Relationship Survey invitation email when you use CIOPulse to automate relationship surveys, and the in the survey invitation email sent by the collect-feedback function. The image must be in PNG format and should have a transparent background. If you do not specify the URL of a logo, the CIOPulse logo will be used instead.
This is where the logo will be displayed in a survey invitation email sent by CIOPulse.
- Email Subject (collect-feedback). The template for the email subject of the survey invitation emailed by the collect-feedback function. May include any parameter from the URL (or collect-feedback dialog box) in double-curly brackets as a placeholder.
- Email Body (collect-feedback). The template for the email body of the survey invitation emailed by the collect-feedback function. May include any parameter from the URL (or collect-feedback dialog box) in double-curly brackets as a placeholder.
- SMS Text (collect-feedback). The template for the text of the survey invitation SMSed by the collect-feedback function. May include any parameter from the URL (or collect-feedback dialog box) in double-curly brackets as a placeholder.
Configuring your Ticket Hyperlinks
The six Ticket Hyperlinking fields can be used to turn the ticket numbers in your reports and dashboards into hyperlinks to the ticket records in your customer support system
You can have up to three different hyperlinks which you may find useful if your customer support system has a different URL structure for different ticket types, e.g. incidents vs requests.
CIOPulse creates a hyperlink by matching the the Prefix field(s) (e.g. Ticket Type 1 Prefix) with the starting characters of the ticket number. If a match is found, a hyperlink is created from the corresponding Hyperlink field (e.g. Ticket Type 1 Hyperlink).
When a match is found, the {{ticket}} placeholder in the Hyperlink field is replaced with the actual ticket number.
There are a few important things to note:
- CIOPulse will use the Hyperlink of the first Prefix that matches.
- A blank Prefix will match all ticket numbers.
- A blank Hyperlink means 'no hyperlink'.
For example, if your configuration looked like this:
Ticket INC12345 would match INC in the Ticket Type 1 Prefix . The corresponding hyperlink would be https://myitsm.democorp/incident?Ticket=INC12345.
Ticket REQ12345 would match REQ in the Ticket Type 2 Prefix . The corresponding hyperlink would be https://myitsm.democorp/request/Ticket=REQ12345.
Ticket ENQ12345 would match the Ticket Type 3 Prefix because the Prefix is blank. The corresponding hyperlink would be https://myitsm.democorp/ENQ12345/View.
If none of the Prefixes are blank, and none match the starting characters of the ticket number, the ticket number will not by hyperlinked.
Hyperlinks must start with either https:// or http:// and must include the string, {{ticket}} (in lowercase).
CIOPulse does not store any security credentials for your customer support system. A hyperlink will only take you directly to the ticket record when you are already logged on to your customer support system.
If you have a single URL structure for accessing all ticket types, leave Ticket Type 1 Prefix blank (which will match all tickets) and put your ticket URL in Ticket Type 1 Hyperlink. Leave the remaining four fields blank.
If the ticket records in your customer support system can't be accessed via hyperlink, leave all six of these fields blank.
If Ticket Type 1 Prefix is blank, then the other two Prefixes will be ignored. This is because: 1. A blank Prefix will match all tickets, and 2. CIOPulse will use the first Prefix that matches.
Understanding the 'Service Recovery Threshold'
The Service Recovery Threshold is a number between 1 and 9 that determines when Support Leads are alerted that service recovery is required
Alerts are triggered when a customer provides a Q1 transactional survey rating of less than or equal to this value. Alerts consist of an SMS alert and an emailed Service Recovery Report.
For example, if the Service Recovery Threshold is set to 6, then the Support Lead will be alerted if one or more of their customers provides a rating of 6 or less on the previous day.
Understanding the 'Department TS Reporting Preference'
CIOPulse automatically sends out Service Recovery Reports (daily), Weekly Promoter Reports (weekly) and Survey Responses Reports (monthly) to the Support Leads of any Support Group that has had surveys in the reporting period.
For example, take a look at the diagram below. Orange boxes are Departments. Green boxes are Teams. Any Support Group that has had surveys completed for it has "(surveys)" shown below the Support Group name:
When the 'Department TS Reporting Preference' field is set to "None" (the default), the Support Leads of any Support Group that has had surveys completed for it, will receive the automated reports, i.e. Apps, Server Admin, Network Admin, Architecture, Service Delivery, and Service Desk.
Note that the three Departments (Apps, Architecture and Service Delivery) get these reports because the Departments have received surveys directly for them, not because their Teams have received surveys.
The 'Department TS Reporting Preference' field can be set to any of these values:
The values in the drop-down box represent which of the three automated reports (Service Recovery, Weekly Promoters, Monthly Survey Responses) you wish the Support Leads of Departments to receive.
When the field is set to anything except "None", you are telling CIOPulse to send the Support Leads of Departments an automated report when surveys have been completed for that Department's Teams.
For example, if the field is set to "Monthly only" then the Support Leads of Departments will be sent the monthly Survey Responses report if any of their Teams had surveys in that month.
Using our example, the following Support Leads would get the monthly report:
- Apps - includes the surveys completed for the Apps Department.
- Infrastructure - includes the surveys completed for the Server Admin Team and the Network Admin Team.
- Server Admin - includes the surveys completed for the Server Admin Team.
- Network Admin - including the surveys completed for the Network Admin Team.
- Architecture Department - includes the surveys completed for the Architecture Department.
- Service Delivery Department - includes the surveys completed for the Service Delivery Department and the Service Desk Team.
- Server Desk - includes the surveys completed for the Service Desk Team.
Each of your Contacts will only receive one (or zero) of each of these automated reports. Each report will contain all the relevant surveys for all the Support Groups that the Contact is associated with. For example, if Sam is the Support Lead of the Service Desk and Genius Bar, Sam's daily Service Recovery report will include surveys for both the Service Desk and Genius Bar.
The 'Department CCS Reporting Preference' field works the same way, but for Compliments, Complaints and Suggestions (CCS) reporting.
Suggested Default Security Settings
Here are the security configuration settings that we think work best for the typical IT department.
- If you are passing through email addresses in the Agent ID (
&agid=) and/or Customer ID (&cid=) fields, set 'Remove Email Domain' to 'Yes' so that CIOPulse doesn't store full email addresses. - If you have Single Sign-On capability, turn it on for CIOPulse. Otherwise, set 'User Login Type' to 'Email Address'.
- Set 'Restrict Access by Role' to 'Yes' so that Support Leads can only access information for their Support Group(s).
- Set 'Also Alerts for SR Only' to 'No' so that Also Alerts are sent the same alerts/reports as Support Leads and can enter Service Recovery Notes.