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View customer sentiment on issues

This feature is part of the feature lab, a space where we showcase new ideas and ways of working. It might be improved, modified, or removed in the future. Find out more about the feature lab.

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:

  1. From your service project, select Project settings.

  2. Select Features.

  3. Enable Customer sentiment analysis.

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:

  1. From your service project, go to Queues.

  2. Select the require issue.

  3. Under Details in the right-hand side panel, go to the Sentiment field.

Still need help?

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