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Customer survey

After Jira Automation sends an AdaptiveSurvey link, the customer opens the Jira Service Management request and completes the survey there.

Section titled “What the link opens”

Email and Slack messages use the Jira Automation smart value {{issue.url.customer}}.

That link opens the Jira Service Management customer portal request. It does not open a separate AdaptiveSurvey page.

The customer must open the request from the intended reporter/customer account. If another user opens the request, AdaptiveSurvey may show an access message instead of the survey.

Where the survey appears

Section titled “Where the survey appears”

AdaptiveSurvey appears on the request page in the request detail area near the conversation/comment section.

The survey is available only after Jira Automation sets the AdaptiveSurvey issue property on the work item/issue.

Jira Service Management customer portal request with the AdaptiveSurvey survey shown near the request activity and comment area Jira Service Management customer portal request with the AdaptiveSurvey survey shown near the request activity and comment area

When the customer selects a score, AdaptiveSurvey shows the rest of the survey based on the project’s Survey form settings.

Complete the survey

Section titled “Complete the survey”

The customer can:

  1. Select a score.
  2. Select any matching indicators.
  3. Enter Lost Time if the project tracks it.
  4. Add an optional comment.
  5. Select Submit feedback.

The exact wording comes from the project’s Survey form settings.

After submission

Section titled “After submission”

After the customer submits the survey, AdaptiveSurvey shows the confirmation message configured for the selected score range.

If the customer opens the request again, they can review the submitted response. When the form is editable, they can select Edit response and update their survey.