How to Schedule and Send Satisfaction Surveys in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to extend CSAT survey triggers in Jira Service Management beyond work item resolution to enhance customer feedback collection.
JSM's built-in CSAT only fires when a work item is resolved. To collect feedback at any stage, this article uses a Form attached via Automation, along with a public comment (the notification that reaches the customer).
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.
Create a Satisfaction Survey Form
Navigate to Space Settings > Request Management > Forms.
Create a Form and let us name it the Satisfaction Survey.
Click Add field, select as you like, and, for this example, we will add two fields.
A Radio Button field with Options (Good, Excellent, Not Bad, 5 Star).
A Paragraph field with Question: "Please share your feedback".
Create an Automation Rule to attach the form
Navigate to Space Settings > Automation > Create Rule.
You can either configure an Automated Trigger or a Manual Trigger, as described in Jira automation triggers. For this example, we will use a Manual Trigger.
Next, Select Actions: Attach Forms.
Next, Add a Comment to the work item for which the trigger has run.
Make sure to set Comment Visibility to " Share with Customer," as only Public comments are visible to Portal Customers.
Run the rule on a test work item and confirm the customer receives a notification with the survey form attached.
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