Sign up at pulsecard.live/signup with your email and password. You'll get a 3-day free trial with full access to all Pro features — no credit card required.

Set up your organization

After signing up, you'll be taken to the setup wizard. Enter your organization name (e.g. "Acme Support") to create your workspace. This becomes your tenant in PulseCard.

Connect Zendesk

Go to Settings → Zendesk Connection and click "Connect Zendesk". You'll be redirected to Zendesk OAuth to authorize read-only access. PulseCard will never modify your Zendesk data.

Import agents

Once connected, go to Team and click "Fetch from Zendesk" to import your agents with their names, emails, roles, and avatars. You can also add agents manually.

Sync metrics

Go to Settings → Notifications and click "Sync Now" to pull the latest metrics from Zendesk. Metrics like CSAT, first reply time, resolution time, and tickets solved are synced automatically.

View scorecards

Navigate to Scorecards to see individual agent performance cards with RAG status indicators, goal tracking, and AI summaries.

Zendesk Integration

Integration

OAuth setup, read-only permissions, agent import, and metric syncing.

How it connects

PulseCard uses Zendesk OAuth with read-only scopes (read, tickets:read, users:read). We never create, modify, or delete any data in your Zendesk account.

What we sync

Agent profiles (name, email, role, avatar), ticket metadata (counts, timestamps, resolution times — no ticket content), satisfaction ratings (CSAT), and SLA compliance data.

What we don't sync

We do NOT read ticket bodies, customer names, customer emails, or any end-user personal data from Zendesk.

Agent import

From the Team page, click "Fetch from Zendesk" to pull your agent roster. New agents are added, existing ones are updated. You can also add agents manually.

Disconnect

Go to Settings → Zendesk Connection to disconnect at any time. This revokes the OAuth token and stops all syncing.

Performance Scorecards

Core

View, customize, and export agent performance scorecards with RAG indicators.

Scorecard overview

Each agent gets a scorecard per period showing all tracked metrics with values, goals, and Red/Amber/Green status indicators. Metrics at or above goal show green, within error margin show amber, below show red.

Layout customization

Go to Settings → Metric Configuration to drag-and-drop reorder metrics, choose a hero metric (featured at top), hide/show specific metrics, and configure custom sections for feedback and focus areas.

PDF export

Click the PDF icon on any scorecard to generate an A4-formatted PDF ready for printing or sharing. The PDF includes all metrics, status indicators, and any AI-generated summaries.

Periods

PulseCard supports weekly, biweekly, monthly, and quarterly periods. Change your cadence in Settings → Organization. Navigate between periods using the period selector in the sidebar.

Feedback & focus areas

Managers can add written feedback and focus areas to each agent's scorecard. These appear on the scorecard card and in emailed scorecards.

KPI Dashboard

Analytics

Team-wide performance overview with KPI cards, trends, and drill-down views.

KPI cards

The dashboard shows team-average KPI cards for each tracked metric with sparkline trends, goal progress bars, and on-target agent counts.

Team filtering

Use the team selector in the sidebar to filter the dashboard by team. Managers assigned to specific teams only see their team's data.

Agent drill-down

Click any agent row to drill down into their individual scorecard with full metric details and history.

Period navigation

Use the period selector to view performance across different time periods. Compare trends across weeks, months, or quarters.

AI-Powered Insights

Claude AI analyzes your metrics with PII anonymization and provides coaching recommendations.

How it works

PulseCard sends your team metrics to Claude AI, which analyzes patterns, detects trends, and generates actionable coaching recommendations. All personally identifiable information is anonymized before being sent.

Privacy & anonymization

Before any data is sent to the AI, agent names are replaced with generic labels (Agent A, Agent B, etc.), roles are replaced with "Team Member", and team names are removed. The AI response is then de-anonymized so you see real names in the final output. No employee PII ever reaches the AI service.

Team insights

Get team-wide analysis: overall performance summary, at-risk metrics, recommended actions with priority levels (High/Medium/Low), and trend analysis.

Agent insights

On Business plan, get per-agent AI coaching: personalized feedback, strength areas, improvement suggestions, and comparison to team averages.

Usage limits

Pro plan: 30 AI generations per month. Business plan: unlimited. The counter resets on the 1st of each month.

Refresh on demand

Business plan users can refresh AI insights at any time. Pro plan insights are generated automatically and cached.

AI Transparency & Accuracy

How AI insights work, their limitations, and how you can improve accuracy.

What data does the AI use?

AI insights are generated from your tracked metric values, goals, team averages, and period-over-period changes. The AI does not have access to ticket content, customer data, or any information outside of the metric values you see on your scorecards.

PII anonymization

Before any data reaches the AI model, all agent names are replaced with generic labels (Agent A, Agent B), roles become "Team Member", and team names are removed. The AI never sees real employee names or identifiable information. Results are de-anonymized after generation.

AI model

PulseCard uses Anthropic's Claude (Sonnet) model for insight generation. The model analyzes patterns in your metrics and produces structured recommendations. The specific model can be configured by administrators.

Limitations

AI insights are based solely on the numeric metrics available. The AI cannot account for context like team restructuring, seasonal trends, product changes, or individual circumstances. Always review AI recommendations with your own judgment and knowledge of your team.

Caching

AI insights are cached for 24 hours (configurable). If your underlying data hasn't changed, the same insight is served from cache. Business plan users can force-refresh insights at any time.

Giving feedback

Each AI insight includes thumbs up/down buttons. If an insight is inaccurate, click thumbs down and optionally explain what was wrong. This feedback helps us understand where the AI falls short.

Editing insights

Organization owners and admins can edit AI-generated summaries by clicking the pencil icon. Edited insights are marked with an "edited" badge so your team knows a human reviewed and modified the content.

Data attribution

Each insight shows a "Based on" section that lists exactly how many agents and metrics were analyzed, along with the period and goals used. Click to expand and see the full list of metrics and their goals.

Leaderboards & Streaks

Gamification

Gamified rankings with podium, streaks, and most-improved awards.

How rankings work

Agents are ranked by a composite score calculated from all tracked metrics, weighted by goal achievement. The top 3 get podium positions (gold, silver, bronze).

Streaks

Agents who maintain their rank or improve for consecutive periods earn streak badges. Streaks reset when an agent drops in ranking.

Most improved

The agent with the biggest positive ranking change from the previous period gets the "Most Improved" award.

Team filtering

Filter leaderboards by team to see team-specific rankings, or view the org-wide leaderboard.

Team Management

Management

Organize agents into teams, assign managers, and control access.

Creating teams

Go to the Team page to create teams and assign agents. Each agent can belong to one team.

Roles

PulseCard supports four roles: Owner (full access + billing), Admin (full access), Manager (team-scoped access), and Viewer (read-only).

Manager access

Managers can only see agents and data for teams they're assigned to. They can edit scorecards and send emails for their team's agents.

Agent profiles

Each agent has a name, email, role, team assignment, and optional avatar. Agents synced from Zendesk include their Zendesk role and group.

Email Scorecards

Send beautiful HTML scorecard emails to agents and managers.

How it works

PulseCard generates responsive HTML emails for each agent using React Email and sends them via Resend. Emails include all metrics, RAG status, goals, and any manager feedback.

Send all scorecards

From Settings → Notifications or Settings → Scorecard Delivery, click "Send All Scorecards" to email the current period's scorecard to all agents with email addresses.

Preview

Click "Preview Email" to see exactly what an agent will receive. Select different agents to preview their specific scorecard email.

Reply-to email

Set a reply-to email address so agents can respond with questions about their scorecard. This goes to the address you configure (e.g. manager@company.com).

Agents without email

Agents without an email address are automatically skipped during bulk sends. Add emails on the Team page or via Zendesk sync.

Automated Scorecard Delivery

Automation

Set up scheduled, hands-off scorecard delivery with full history tracking.

Setup page

Go to Settings → Scorecard Delivery to access the dedicated delivery setup page. Here you can enable/disable automated delivery, configure the schedule, and view delivery history.

Master toggle

The "Automated Delivery" toggle is the master switch. When enabled along with a sync schedule, scorecards are automatically emailed to agents after each sync completes.

Schedule options

Choose from: Manual Only (no auto-delivery), Daily (6 AM UTC every day), Weekly (Monday 6 AM UTC), or Monthly (1st of month 6 AM UTC). This controls both the Zendesk sync and the scorecard delivery.

Test send

Click "Test Send" to send a test scorecard to verify everything looks correct before enabling automated delivery.

Delivery history

The delivery history section shows the last 20 email sends with status (sent/failed/skipped), recipient, period, and timestamp.

Recipients

The recipients table shows all active agents and whether they have an email address. Agents without email are automatically skipped. Click the link to add missing emails on the Team page.

In-App Notification Center

Notifications

Bell icon with real-time notifications for syncs, deliveries, and alerts.

Where to find it

The notification bell icon appears in the sidebar header next to the PulseCard logo. A blue badge shows the count of unread notifications.

Notification types

You'll receive notifications for: Zendesk sync completions (metrics synced count), scorecard email deliveries (sent/failed/skipped counts), threshold alerts (agents below goals), and goal achievements.

How they're created

Notifications are automatically created when: a cron sync completes, scorecards are bulk-emailed (via cron or manual send). No manual setup required.

Mark as read

Click the bell to open the notification popover. Click "Mark all read" to clear the unread badge. Notifications auto-refresh every 60 seconds.

Agent Portal

Portal

Agents sign in with their work email to view their own performance.

How it works

Share your portal URL (yourdomain.com/portal) with your agents. They enter their work email, receive a magic link, and sign in to view their personal dashboard.

Magic link sign-in

No passwords needed. Agents enter their email, receive a one-time magic link, and click to sign in. Links expire after 15 minutes. Sessions last 7 days.

What agents see

Agents can view: their current scorecard with all metrics and RAG status, their leaderboard ranking and streak, and their performance history across periods.

Manager preview

Managers can preview any agent's portal view from the Team page. Click the eye icon next to an agent to see exactly what they see.

Privacy

Agents can only see their own data. They cannot see other agents' scores, feedback, or metrics — only their own scorecard and their position on the leaderboard.

Metric Configuration

Configuration

Define KPIs, set goals, configure directions, and manage custom metrics.

Zendesk presets

PulseCard comes with 8 pre-configured Zendesk metrics: CSAT, First Reply Time, Full Resolution Time, Tickets Solved, Tickets/Day, Reopen Rate, One-Touch Rate, and SLA Compliance.

Goals

Set a global goal for each metric. You can also set role-based goals (e.g. different CSAT targets for Tier 1 vs Tier 2 agents).

Direction

Each metric has a direction: "higher is better" (CSAT, tickets solved) or "lower is better" (reply time, reopen rate). This determines RAG status calculation.

Error margin

The error margin defines the amber zone. If a metric is within the error margin of its goal, it shows amber instead of red.

Custom metrics

Business plan users can add custom metrics beyond the 8 Zendesk presets, up to 12 total. Custom metrics can be entered manually or via CSV import.

Portal visibility

Toggle which metrics are visible to agents in the Agent Portal. Some metrics may be manager-only.

Billing & Subscription

Billing

Trial, plans, payment, and seat management via Stripe.

Free trial

New accounts get a 3-day free trial with full Pro features. No credit card required to start.

Plans

Pro ($10/agent/month): 8 KPIs, 30 AI insights/month, all core features. Business ($18/agent/month): 12 KPIs, unlimited AI, per-agent coaching, priority support.

Payment

Payments are handled securely via Stripe. Go to Settings → Billing to manage your subscription, update payment method, or change plans.

Seats

You're billed per active agent. Seats are automatically synced when you add or remove agents.

Cancellation

Cancel anytime from Settings → Billing. Your data is retained for 30 days after cancellation.

CSV Metric Import

Import

Import agent metrics from CSV files for non-Zendesk data sources.

Where to find it

Go to Scorecards and click the "Import" button in the agent sidebar header. This opens the CSV import dialog.

CSV format

Your CSV needs an "agent_email" column as the first column, then one column per metric using the metric key (e.g. csat_score, tickets_solved). Download the template from the import dialog to get the exact format.

How matching works

Agents are matched by their email address. The email must match an existing agent in your team. Metric columns are matched by the metric key defined in your metric configuration.

Preview and validation

After uploading, you'll see a preview of your data with validation warnings. Unknown agents or metrics are highlighted. You can review before importing.

What happens on import

Metrics are upserted into the current period. If an agent already has a value for a metric, it will be updated. The source is recorded as "csv_import" so you can distinguish from Zendesk-synced data.

Getting Started Checklist

Onboarding

A step-by-step guide to set up PulseCard shown on your dashboard.

Where it appears

The Getting Started checklist appears at the top of your dashboard when you first set up PulseCard. It tracks your setup progress through 6 key steps.

Checklist items

The checklist guides you through: connecting Zendesk, importing agents, setting metric goals, syncing metrics, generating AI insights, and sending your first scorecard email.

Progress tracking

Each step is automatically checked off as you complete it. A progress bar shows your overall setup completion percentage.

Dismissing

Click the X button to dismiss the checklist. It won't reappear once dismissed. You can always find setup instructions in the Help Center.

Security & Privacy

Security

How PulseCard protects your data with encryption, RLS, and GDPR compliance.

Data storage

All data is stored in Supabase (PostgreSQL) with Row Level Security (RLS) policies ensuring strict tenant isolation. Each organization can only access its own data.

Encryption

Zendesk OAuth tokens are encrypted at rest using AES-256-GCM. All connections use HTTPS/TLS encryption in transit.

Security headers

PulseCard uses Content Security Policy (CSP), HSTS, X-Frame-Options, and other security headers to protect against common web attacks.

GDPR compliance

You can export all your data in JSON format, request deletion of all organization data, disconnect Zendesk access, and exercise your right to data portability — all from Settings.

Cookies

We use only essential cookies for authentication session management. No tracking, analytics, or advertising cookies.

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