Connect survey feedback to work items
Connecting a survey to a Jira Service Management work item gives survey feedback the service context it needs.
What connecting surveys to work items does
Teams can understand which request or work item prompted a response, then use that context to follow up, identify friction, and improve the service experience.
For example, a service team can review feedback alongside the request types, services, or workflow stages associated with the work. This helps you identify if specific types of requests or service tiers are driving lower satisfaction scores.
Agents and admins can view associated work item details in survey response data. This ensures you can trace every response back to the specific service interaction that influenced the feedback.
Both agents and admins can create surveys, manage their access and restrictions, and add a survey to a work item, as long as they have access to the survey. See Manage survey access and restrictions. Setting up automated survey delivery is limited to Jira admins and project admins.
Surveys can reach people two ways, and both carry the connection:
an agent or admin adds the survey to a work item as a comment
automation sends the survey, using survey automation actions
Enable work item connections for surveys
Enable the connection before you share the survey, because only responses collected after you turn it on record the work item. When this setting is on, associated work item details are included in survey response data. The setting applies per survey, not to the whole space, so enable it on each survey you want it for.
Survey work item connection is only available for non-anonymous surveys and multiple response collection. In survey settings, the settings called Anonymous survey and limit to one response for the survey must be disabled for the work item setting to be enabled.
To enable work item connections:
Go to Surveys.
Select an existing survey or create a new one.
Select Settings.
Disable Anonymous survey and limit to one response for the survey if either is on.
Under Survey and work items, turn on Show associated work items in responses.
New responses now record the work item key and request type. See Create and manage surveys for the rest of a survey's settings.
Associate a survey with a work item
You can manually add a survey to a work item comment to gather feedback on a specific interaction. The completed response retains the association so you can review the service context later.
To associate a survey:
Open a work item in your service space.
Select Reply to customer.
Type
/surveyin the comment box and select the survey you want to add when the modal appears.Or past the survey link directly to the comment box to share.
Select Save.
Make sure Show associated work items in responses is enabled for that survey, or the work item won't appear against the response.
View work items in your response data
Use the connection between responses and work items to add context to survey reporting. For example, teams can review feedback alongside the request types, services, or workflow stages associated with the work.
Responses are captured in the Responses tab of the survey, not on the work item itself. Anyone with access to view the survey can see each response and the work item associated with it.
To view work items connected with response data:
Go to Surveys, then open the survey.
Go to the Responses tab to view the associated work item key for each response.
Select the work item key to open the work item.
You can also export the survey response data. See Review and export survey data.
Set up automated survey delivery
Only Jira admins and project admins can set up automation rules.
Use automation actions to distribute surveys automatically and manage survey status from within your automation rules, with no manual link copying or rule edits when surveys change. Surveys sent this way carry the work item connection in the same way as surveys added as a comment. See Use survey automation actions.
Troubleshooting
The work item setting is greyed out or won't turn on
Anonymous survey or limit to one response for the survey is still enabled. Disable both, then turn on Show associated work items in responses.
If you can't change those settings, you might not have access to manage this survey. See Manage survey access and restrictions.
The work item isn't showing associated with responses
Check the connection is enabled on that specific survey, by going to survey settings, then Survey and work items. The setting applies per survey, so enabling it on one survey doesn't enable it on another.
If the setting is on, check when the response arrived. Responses collected before you enabled the setting won't have a work item against them.
I can't find the survey when I want to add it as a comment on a work item
Type /survey in the comment box rather than looking for it in a menu.
If the survey doesn't appear in the lookup, check that survey's settings and confirm Survey and work items is enabled.
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