📣 Introducing native surveys in Jira Service Management Cloud

[Gemma]

Hi @Prakash Ganeshan thanks for sharing your idea! 

[John Williams]

Hi

This feature closes a gap for us but we need the ability to alert the group working on the survey when new responses are submitted, if possible an attached PDF for that individual response as the new feature only allows a CSV export.

Has anyone found a way to generate a ticket when a new response is submitted?

Thanks
JW

[Carlos Martínez]

Hi @Gemma , this looks great. My team is in the process of moving out of another customer survey tool. I came across your video. A few questions that I haven't seen in the documentation. 

1. Is it possible to send surveys via automation using Slack? 
2. Is it possible to control who we send surveys to? I would like to send to customers a, b, and c in Q1 but not in Q2. Is that possible? 

[Gemma]

Hi @John Williams thanks for commenting and sharing your ideas! 

[Gemma]

Hi @Carlos Martínez thanks for commenting - you can send a survey via Automation using a webhook to Slack https://support.atlassian.com/cloud-automation/docs/use-automation-with-slack/

You can then use smart values in the body of the message and paste the survey link URL in the message also. 

Currently we don't support any conditional logic via metadata, conditional logic is per question response. 

Please let me know if you have any further questions.

Thanks,

Gemma

[Daniel Vest]

This looks very promising, but I still have questions on how this can replace the poor, star option and not have to resort to a paid app.

1. Is there a way to tie a survey to a specific ticket?
2. How is this survey triggered when a issue is moved to Resolved?
   
   

[Adam Janecke]

@Gemma I am curious if you know if Atlassian plans to just improve the basic CSAT Survey option in JSM spaces so that people can:

• customize the email that gets sent out to ask people to take the survey
• add 1-2 additional CSAT questions 
• Change the rating scale (have 3 options) 
• Have a reminder feature that sends out the survey one more time if the user doesn't respond to the first one
• Improve upon the very basic CSAT report within a JSM project to have it be more robust or even filterable CSAT scores by user, team, etc. Add some charts to see trends over a period of time, you name it. 

Thanks for your insight. I would leave a product enhancement request, but I feel like those customer enhancement requests rarely move into production, so it seems pointless to submit them.

[Alan Skillings]

My use case for how we current use surveys is not met with this new feature.  I cannot tie a survey back to a Work Item to be able to get a survey rating for assignees of work items.  This is an important feature in rating our Service Desk Technicians (Cust Sat KPI for SD).  We need to be able to report on a specific survey result based on a specific work item to get this information.  We currently use the marketplace app Surveys for Jira that provides this linked information from the work item.

[Gemma]

Hi @Daniel Vest - thanks for sharing a comment on this post. Right now, direct connection survey > work item isn't available but I'm happy to share my team are working on this experience.

You can use Automation to set up a rule for tickets transitions to have an email sent with the survey link added. 

Thanks

Gemma

[Gemma]

Hi @Alan Skillings thanks for sharing your feedback. My team are working on an experience to connect survey to work item so you can track a response back to a specific work item. I look forward to sharing more soon.

Thanks

Gemma