Pulse is a full-stack support operations platform that connects directly to your Zendesk account and transforms raw ticket data into actionable intelligence. From frontline agents tracking their own performance to C-level executives monitoring revenue at risk — Pulse gives everyone the right information at the right time, without the noise.

🖥️ Real-Time Operations Dashboard

The Pulse dashboard is your team's command center — live, filterable, and built for speed. Every number is current, every chart is actionable, and every view adapts to what you need to know right now.

Queue — Know What's Open Right Now

Six live metric tiles — New, Open, Pending, Hold, Solved, Closed — each with trend indicators and sparklines. Click any tile to drill into a paginated, sortable list. From there, assign, remind, or escalate in seconds.

• Smart Triage — AI classifies every unassigned ticket by category, complexity, and required skills, then suggests the best available agent based on skill match (50%), current workload (30%), and historical CSAT (20%)
• Handoff Tickets — dedicated tab for inter-shift ticket handoffs tagged zd-handoff
• Bulk Remind — multi-select stale tickets and send Slack reminders to agents in one click
• Auto-Remind Scheduler — set rules to automatically remind agents about aging tickets before they breach
• Custom Views — build and save your own queue tabs with any combination of filters

Trends — Eight Weeks of Truth

An 8-week rolling KPI table with week-over-week deltas, plus fully interactive charts for First Reply Time, Response Time, Resolution Time, One-Touch Rate, CSAT, and SLA Achievement. Configure industry benchmark lines to see exactly how you stack up.

• Split any chart by Group, Team, or Support Package
• P50 / P90 / P95 reply time distribution by package tier
• Channel breakdown (Ticket vs. Chat toggle), Tag analysis, and Reopen rate trend
• Ticket volume forecast line to anticipate demand

Operations — Eight Lenses on Your Support Health

🏢 Customer 360 — Know Every Account, Deeply

Stop guessing about customer health. Pulse gives every CSM, manager, and agent a complete, real-time picture of every organization they support.

Organization Health Score

A composite health score (Healthy / Stable / Needs Attention / At Risk) calculated from 9 weighted signals:

• CSAT Score, SLA Achievement, R2G Status, Escalation Status
• Resolution Time vs benchmark, CSM Sentiment, Feedback Health
• Volume Trend, Contact Ratio (tickets per member per month)

10-Tab Organization Profile

Click any organization and get a full account intelligence view across 10 tabs:

• Overview — AI-generated customer issue summary, KPI cards (CSAT, SLA, FRT, resolution time), 8-week trend charts, health score breakdown
• Tickets — active and closed tickets with full conversation view modal and domain-matched tickets (tickets filed by users with matching email domains shown with clear indicators)
• Bugs — Jira bug cards automatically linked to escalated tickets, with status, assignee, squad, and category
• CRE Issues — internal issue tracker per org with type classification (Platform Bug / App Issue / Config), status workflow (Open → In Progress → Pending → Blocked), owner assignment, threaded comments with rich text editing
• Journal — manager and agent notes with markdown support and full revision history
• Agents — SME (Subject Matter Expert) assignments with on-shift status
• Members — top requesters, activity heatmap, and all org members
• Sentiment — AI-analyzed tickets with positive/neutral/negative/frustrated classification
• MECE — ticket category breakdown for this organization
• UpSight — hostname monitoring with uptime percentages, outage history, incident severity tracking, and threaded incident notes

Organization Alerts

Configure per-org Slack alerts triggered by new tickets, chat sessions, or voice calls. When an alert fires, Pulse automatically tags only the agents currently on shift — so the right person gets notified at the right time, no noise for anyone else.

📋 Quality Assurance — Built for COPC-Aligned Teams

Pulse includes a complete QA management system with a 6-dimension weighted rubric, AI-powered auto-review, calibration sessions, and a program quality framework that creates accountability without micromanagement.

The 6-Dimension Rubric

QA Features

• AI Auto-Review — review any ticket with a single click using your configured AI provider; manual override always available
• Calibration Sessions — multi-reviewer sessions with variance analysis to align your QA team
• Program Quality — 54 controlled tags across 7 dimensions, with monthly individual coaching summaries and team-level punchlists that carry forward until patterns are resolved
• Critical Failure Detection — real-time manager notification + optional Slack DM when a critical failure tag is applied
• Coaching Actions — create targeted coaching items with goals, notes, and action checklists; agents acknowledge and complete them with full accountability tracking
• AI Coaching Narratives — monthly AI-generated narrative identifying an agent's top recurring themes, strengths, and recommended focus area

🤖 AI That Actually Works for Support Teams

Pulse integrates with nine AI providers — OpenAI, Anthropic (Claude), Google Gemini, Groq, DeepSeek, Grok, Ollama, and Claude CLI — giving you flexibility to use whatever model fits your team's needs and budget. AI features are purpose-built for support operations, not generic chatbots bolted on as an afterthought.

👤 Built for Every Person on Your Team

Pulse adapts to your role. The moment you log in, you see what matters to you — not a wall of data that someone else configured.

📅 Workforce Management — From Scheduling to Utilization

Pulse includes a complete workforce management suite — not as an add-on, but built into the core platform so scheduling data and performance data live together.

• 7-Day Schedule Grid — visual weekly schedule with time-off marking and task tracking per agent
• Today's Coverage — 30-minute slot timeline showing exactly who is active right now, with KPI cards per shift
• Shift Coverage — weekly headcount grid with green / amber / red status by shift
• Staffing Forecast — 28-day demand vs. supply calendar to plan ahead
• Agent Utilization — cross-platform activity scoring across Zendesk, Slack, Confluence, and Jira — with configurable weights and ICS calendar import
• Worrybot — automated Slack monitoring assistant that handles shift coverage, check-ins, handoffs, and manager escalations without any manual coordination
• Worrybot Event Sequence — 8 automated events per shift including pre-shift DMs, channel welcome, 30-minute check-ins, pre-handoff briefings, AI-written thank-you messages, and next-shift notifications
• Agent Skills Management — centralized skill registry with proficiency levels used by Smart Triage for optimal routing
• SME Assignments — assign Subject Matter Experts to specific customer organizations with shift context

📣 Automated Reports & Intelligent Alerts

Pulse delivers the right information to the right person at the right time — without anyone having to remember to pull a report.

Scheduled Slack Reports

Configure automated reports delivered on any schedule — daily, weekdays, weekly Monday, or weekly Friday. Choose from 9 report types:

• Volume, Satisfaction & SLAs summary
• KPI Trends with week-over-week comparison
• Efficiency Metrics deep dive
• Positive Feedback highlights
• Director's Weekly Brief
• Churn Risk Top 10 accounts
• QA Reviews Last Week
• Program Quality Punchlist
• Custom filtered views by date range and team

Anomaly Detection

Pulse monitors 5 critical metrics every 5 minutes using a rolling 28-day statistical baseline:

• Daily ticket volume, Median FRT, SLA breach rate, Escalated ticket count, At-risk org count
• Three sensitivity levels: Low (3σ), Medium (2σ), High (1.5σ)
• Automatic in-app notification to directors and owners when an anomaly is detected
• Optional Slack alert with 4-hour cooldown to prevent notification fatigue

🔗 Deep Integrations, Zero Friction

Pulse works with the tools your team already uses. No rip-and-replace, no new workflows to learn — just better visibility into what's already happening.

Zendesk Sync — Always Current

Pulse runs a two-tier sync strategy to ensure data is always fresh:

• Fast poll (every 30 seconds) — tickets and entity backfill
• Full sync (every 5 minutes) — tickets, users, orgs, comments, groups, SLA events, CSAT ratings, and satisfaction data
• On-demand sync per organization or agent profile when you need it now
• Zendesk API usage analytics — see exactly how many calls Pulse makes by endpoint, with success rates and response times

🔒 Enterprise-Grade Security

Pulse is built with security as a first principle — not an afterthought.

Six distinct roles — Agent, Team Lead, Manager, Director, C-Level, and Owner — each with independently configurable permission sets. Owners can grant or restrict individual permissions per agent, down to specific dashboard features.

✨ More Features That Make the Difference

⚙️ How Pulse Works

Pulse is a self-hosted, Docker-based platform. Connect it to your Zendesk account, configure your Slack bot, set up your AI provider of choice, and you're live. No vendor lock-in, no per-seat pricing surprises, no data leaving your infrastructure unless you explicitly enable AI features.

• Backend — Node.js / Express with PostgreSQL. Sync worker thread keeps data fresh without blocking API responses.
• Frontend — React 18 with TailwindCSS and Vite. Fast, responsive, and built for teams that live in their tools all day.
• Infrastructure — Docker Compose orchestrates all services. Deploy on any Linux server, VM, or cloud instance.
• Authentication — Google OAuth with email domain allowlist. Only your team gets in.
• Data ownership — Your PostgreSQL database, your data. Pulse never phones home.

🎛️ Built to Adapt to Your Team

No two support organizations work the same way. Pulse is designed from the ground up to be deeply customizable — so it fits your workflows, your terminology, and your team structure, not the other way around.