View customer sentiment on issues
Atlassian Intelligence isn’t available in the Atlassian Government environment.
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 in the activity feed. Find out more about Atlassian Intelligence.
Customer sentiment analysis gives agents valuable insights into how customers are feeling. This information equips them to prioritize issues that require immediate attention, ensuring a faster and more positive resolution for frustrated customers.
The sentiment is displayed on an issue as either Positive, Neutral, or Negative.
Agents can use this information to:
prioritize their work
provide more personalized and empathetic responses to customers
This feature is only available for Premium or Enterprise customers that have activated Atlassian Intelligence for Jira Service Management.
To turn on customer sentiment analysis:
From your service project, select Project settings, then Features.
Under the Issue view, turn on the Customer sentiment analysis toggle.
After the feature is enabled, the sentiment will automatically display for new issues. For existing issues, the sentiment value will be determined only when the reporter adds a new comment.
To view sentiment for an issue:
From your service project, go to Queues.
Select the required issue.
Under Details in the right-hand side panel, go to the Sentiment field.
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