Access the Satisfaction Report when Customer Satisfaction is Disabled

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Summary

  • When the Customer Satisfaction notification is disabled in a Service Project via Project Settings → Satisfaction settings, the link to the Satisfaction Report is no longer available. 

  • Customers that leverage custom methods for sending satisfaction surveys, such as through the use of Automations would still like to view the survey submissions in the Satisfaction Report but are unable to find it in the project.

Environment

Jira Service Management Cloud

Solution

The Satisfaction Report is not deleted when the Customer Satisfaction notification is disabled.  The report is still active and accepting submitted surveys.

The link to the report page is simply hidden from the User Interface and uses the following format:

1 https://<cloudURL>/jira/servicedesk/projects/<PROJECT-KEY>/reports/all-rating/

Replace cloudURL with the name of your site, and PROJECT-KEY is the key for the applicable project.

To make the Report accessible again, a Shortcut can be created in the Service Project that contains a link to the report using the following steps:

  1. In the Service Project, locate the SHORTCUTS section and click "Add Shortcut"

  2. 2. Provide the URL to the Report page using the format above and give the Shortcut a name.

  3. Click "Add"

  4. A Shortcut to the Report will now be available for viewing survey submissions.

Additional Information

A Feature Request has been submitted to not hide the Satisfaction Report whenever the Customer Satisfaction notification is disabled.  Please feel free to follow it here: JSDCLOUD-13603 - Don't hide the Satisfaction Report if Customer Satisfaction is disabled

Updated on March 5, 2025

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