View customer sentiment on work items

The customer sentiment analysis feature uses Atlassian Intelligence to determine how customers are feeling based on the content of their request and their recent comments. Find out more about Atlassian Intelligence.

Customer sentiment analysis gives agents valuable insights into how customers are feeling. This information equips them to prioritize work items that require immediate attention, ensuring a faster and more positive resolution for frustrated customers.

The sentiment is displayed on a work item as either Positive, Neutral, or Negative.

Agents can use this information to either prioritize their work, or provide more personalized and empathetic responses to customers.

カスタマー センチメント分析を有効にするには、次の手順に従います。

1. サービス プロジェクトで、[プロジェクト設定] > [機能] の順に選択します。

2. Under Work item view, turn on the Customer sentiment analysis toggle.

After the feature is enabled, the sentiment will automatically display for new work items. For existing work items, the sentiment value will be determined only when the reporter adds a new comment.

To view sentiment for a work item:

1. サービス プロジェクトで、[キュー] に移動します。

2. Select the work item.

3. 右側のパネルの [ 詳細 ] で [ センチメント] フィールドに移動します。