Before you start

Complete these checks before you turn on a Jira Automation flow that sends AdaptiveSurvey links to customers.

Confirm project setup

1. Open AdaptiveSurvey.
2. In the selected JSM project, select Configure.
3. Review Survey form.

Do not continue until the selected survey form, Lost Time settings, and survey wording are ready for customers.

One flow sends one form

Each automation flow sends one survey form. If you want to send both Experience indicators and Question ratings, create separate flows with different conditions.

Disable the built-in JSM satisfaction survey

Avoid duplicate surveys

Turn off the default Jira Service Management satisfaction survey so customers do not receive two feedback requests for the same work item/issue.

1. Open the Jira Service Management space/project.
2. Go to Space settings.

×

3. Open Request management.
4. Open Customer satisfaction.
5. Turn off the built-in satisfaction survey.

×

Continue to Email or Slack

Open AdaptiveSurvey, select Configure, then select Automation setup and choose either Email or Slack.

Using both channels

If needed, both channels can be set up for a single form. Add both Send customized email and Send direct message on Slack actions to the same automation flow.