Skip to content
Kinline Docs

Customer survey

After Jira Automation sends the Email or Slack message, the customer opens the Jira Service Management request and completes the survey there.

Open the request

Section titled “Open the request”

Email and Slack messages use {{issue.url.customer}}. This opens the Jira Service Management customer portal request, not a separate AdaptiveSurvey page.

The customer should open the request from the reporter/customer account that received the survey message.

Complete the survey

Section titled “Complete the survey”

AdaptiveSurvey appears in the customer portal below the comment section. Customers can spot it after reading or writing the final message and respond while the experience is still fresh.

AdaptiveSurvey CSAT survey form in the Jira Service Management customer portal request for submitting feedback AdaptiveSurvey CSAT survey form in the Jira Service Management customer portal request for submitting feedback

AdaptiveSurvey shows the form stamped by Jira Automation:

  • formType: "indicators" shows Experience indicators.
  • formType: "questions" shows Question ratings.

The customer can:

  1. Answer the displayed survey.
  2. Enter Lost Time if it is enabled for that form.
  3. Add an optional comment.
  4. Select Submit feedback.

The wording, visible questions, indicators, and Lost Time settings come from the project’s Survey form configuration.

After submission

Section titled “After submission”

AdaptiveSurvey saves the response on the work item/issue. Customers can review the submitted response if they open the request again, but they cannot edit it after submission.