How to Schedule and Send Satisfaction Surveys in JSM Cloud

Summary

Learn how to extend CSAT survey triggers in Jira Service Management beyond work item resolution to enhance customer feedback collection.

Solution

Send a satisfaction survey using Automation and Forms

You can add an External Comment to a work item at any stage, which will trigger a customer notification with the Satisfaction Form attached via Automation.

Let's create a Satisfaction Survey Form

1. Navigate to Project Name > Project Settings > Request Management > Forms.

2. Create a Form and let us name it the Satisfaction Survey.

3. Click on Add field and select as per your liking, and for this example, we will add two fields.

   1. A Radio Button field with Options (Good, Excellent, Not Bad, 5 Star).

   2. A Paragraph field with Question: "Please share your feedback".

Create an Automation Rule to attach the form

1. Navigate to Project > Project Settings > Automation > Create Rule.

2. You could either configure an Automated Trigger or have a Manual Trigger, as stated in Jira automation triggers. For the purpose of this example, we will use a Manual Trigger.

3. Next, Select Actions: Attach Forms.

4. Next, Add a Comment to the work item for which the trigger has run.

5. Make sure to set Comment Visibility to " Share with Customer," as only Public comments are visible to Portal Customers.

To trigger the Automation Rule, open the work item > Actions > Click " Satisfaction Survey."