View customer sentiment on work items
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. 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.
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 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:
From your service project, go to Queues.
Select the work item.
Under Details in the right-hand side panel, go to the Sentiment field.
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