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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”

The survey link opens the request in the Jira Service Management customer portal.

Customers need to open it using the account that reported the request.

Complete the survey

Section titled “Complete the survey”

AdaptiveSurvey appears below the comment section in the customer portal.

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

The survey uses the form selected in Configure → Survey form:

  • Question ratings asks customers to rate each question separately.
  • Experience indicators asks for one overall rating, with optional indicators to describe the experience.

The customer can:

  1. Answer the required questions or choose an overall rating and any relevant indicators.
  2. Report Lost Time using the slider if tracking is enabled.
  3. Add an optional comment.
  4. Select Submit feedback.

After submission

Section titled “After submission”

Customers see a confirmation and a summary of their answers. They can review their response by opening the request again, but cannot edit it after submission.