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Email

Use Email delivery when reporters should receive the feedback survey after a work item/issue is resolved.

Before you start

Section titled “Before you start”

Complete Before you start first. You also need permission to create Jira Automation rules for the JSM space/project.

Open the Email setup

Section titled “Open the Email setup”
  1. Open AdaptiveSurvey.
  2. Select the JSM project.
  3. Select Configure.
  4. Select Automation setup.
  5. Select Email.

Review the Email invite preview. Update the subject, sender name, message, button text, or accent color if needed. Use the preview to check what will be copied into Jira Automation.

Email preview settings showing editable text fields, accent color, and the rendered Email preview Email preview settings showing editable text fields, accent color, and the rendered Email preview

Create the automation rule

Section titled “Create the automation rule”

In Jira, go to Space settings -> Request management -> Automation -> Create flow.

Add these components in order.

You can adjust rule names, statuses, sender details, subject text, and Email content to match your process. Keep the required AdaptiveSurvey values shown in the tables exactly as written.

Add the trigger and sent-check condition

Section titled “Add the trigger and sent-check condition”
  1. Add Work item transitioned.
  2. Leave From status blank unless the survey should only send from a specific status.
  3. Set To status to the resolved status used by your workflow.

Add a smart values condition so the survey is only sent once. Without it, the same customer can receive another survey if the work item/issue is resolved again.

FieldValue
First value{{issue.properties.kinline-adaptive-survey.sentAt}}
Conditionequals
Second valueEmpty

Copy the First value exactly:

{{issue.properties.kinline-adaptive-survey.sentAt}}

You can add more conditions if your process needs them. Do not change this sent-check condition unless you want surveys to be sent again when the same work item/issue is resolved more than once.

Email automation trigger showing Work item transitioned and the smart values sent-check condition Email automation trigger showing Work item transitioned and the smart values sent-check condition

Set the survey-sent property

Section titled “Set the survey-sent property”

Add Set entity property before the Email action.

FieldValue
Entity typeIssue
Property keykinline-adaptive-survey
Property value{"sentAt": "{{now.format("yyyy-MM-dd'T'HH:mm:ss'Z'")}}"}

Copy the Property key exactly:

kinline-adaptive-survey

Copy the Property value exactly:

{"sentAt": "{{now.format("yyyy-MM-dd'T'HH:mm:ss'Z'")}}"}

The entity type, property key, and property value must match exactly. Other Jira Automation settings can follow your site preferences.

Email automation Set entity property step showing the AdaptiveSurvey property key and value Email automation Set entity property step showing the AdaptiveSurvey property key and value

Send the Email

Section titled “Send the Email”

Add Send customized email.

  1. Keep Recipient(s) set to Reporter.
  2. Copy the subject from AdaptiveSurvey.
  3. Copy the From name from AdaptiveSurvey if you use one.

You can change sender, reply-to, subject, and optional Email settings to match your organization.

Email automation settings tab showing the Email name, reporter recipient, sender, subject, and optional reply fields Email automation settings tab showing the Email name, reporter recipient, sender, subject, and optional reply fields
  1. Open the Content tab.
  2. Set Content format to HTML.
  3. Copy the Email content from AdaptiveSurvey.

You can use your own HTML if you prefer. The required part is the customer portal link smart value: {{issue.url.customer}}. Without it, the customer will not have a link to open the request and submit feedback.

Required link smart value:

{{issue.url.customer}}
Default Email HTML
<table role="presentation" width="100%" cellspacing="0" cellpadding="0" style="width:100%;background-color:#F5F7FB;padding:24px 12px;"><tr><td align="center"><table role="presentation" width="100%" cellspacing="0" cellpadding="0" style="width:100%;max-width:640px;background-color:#FFFFFF;border:1px solid #E5E7EB;border-radius:24px;"><tr><td style="padding:32px 32px 12px 32px;font-family:Arial,sans-serif;color:#111827;"><p style="margin:0 0 12px 0;font-size:12px;line-height:18px;font-weight:700;letter-spacing:0.08em;text-transform:uppercase;color:#2563EB;">Support feedback</p><h1 style="margin:0 0 16px 0;font-size:28px;line-height:34px;font-weight:700;color:#111827;">How did we do with {{issue.key}}?</h1><p style="margin:0 0 16px 0;font-size:16px;line-height:24px;color:#374151;">Hi {{issue.reporter.displayName}},</p><p style="margin:0 0 16px 0;font-size:16px;line-height:24px;color:#374151;">Your request {{issue.key}} - {{issue.summary}} - has been resolved.</p><p style="margin:0 0 24px 0;font-size:16px;line-height:24px;color:#374151;">Please share your feedback.</p><table role="presentation" width="100%" cellspacing="0" cellpadding="0" style="margin:16px 0 8px 0;"><tr><td align="left"><a href="{{issue.url.customer}}" style="display:inline-block;padding:12px 18px;border-radius:12px;background-color:#2563EB;color:#FFFFFF;font-size:14px;font-weight:700;font-family:Arial,sans-serif;text-decoration:none;">Open Jira Feedback form</a></td></tr></table></td></tr></table></td></tr></table>
Email automation content tab showing HTML content copied from AdaptiveSurvey Email automation content tab showing HTML content copied from AdaptiveSurvey

Save and enable the rule

Section titled “Save and enable the rule”
  1. Name the rule, for example Send feedback survey on resolve.
  2. Save the rule.
  3. Turn the rule on.

AdaptiveSurvey starts sending Email surveys when the rule conditions match.

To understand what customers see after opening the link, continue to Customer survey.