📣 Sign up for closed early access: Jira Service Management surveys to capture employee feedback

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We’re excited to share our closed early access program (EAP) for a new surveys capability in Jira Service Management (Cloud)

This new capability allows you to collect feedback from employees directly where work is already happening in Jira Service Management, without needing to bolt on separate survey tools.

You’ll be able to:

• Build flexible surveys yourself using field components – mix ratings, multiple choice and free‑text questions so you can tailor every survey to your team’s language and workflows

• Preview, publish and share the survey where your employees are working and start to collect feedback straight away

• View response results so you can gather insights

Why surveys in Jira Service Management?

Today many service teams rely on a mix of forms, spreadsheets and external survey tools just to answer basic feedback questions to their employees. For HR and People teams especially, connecting sentiment and satisfaction to HR workflows, cases, SLAs and policies requires measuring experience at the point of service (beyond generic CSAT).

CSAT in Jira Service Management is event‑based and lightweight, it triggers automatically on ticket resolution and collects a quick rating (plus an optional comment) to gauge satisfaction at the end of a single interaction.

Surveys in Jira Service Management make it easier to collect and learn from feedback directly where work happens.

We’re starting with the basics of creating, distributing surveys and viewing responses. As we learn from this early access program, we’ll explore ways to help you get even more value from your employee feedback with the help of Rovo and analytics capabilities.

What’s included in this early access?

In this EAP, we’re testing the foundational surveys experience in Jira Service Management, focusing on real employee experience use cases.

1. Create surveys with field components

Agents can create surveys directly in your Jira Service Management space, using configurable fields to tailor questions to your scenario. For example:

• Rating-style questions (e.g. “How satisfied were you with this request?”)

• Multiple choice questions (e.g. “Which team supported you?”)

• Free text questions for richer qualitative feedback

This gives teams a flexible way to design surveys that fit their processes and language. You can create multiple surveys in a space, set controls on editing access and management of anonymous/ non-anonymous response collection.

After publishing your survey, you can share it wherever your employees are. For example, by adding it to an automation rule (like a post-onboarding "how did it go?" pulse check) or sharing it ad hoc via email, chat, or your internal company tools.

2. View and analyse responses in one place

You’ll be able to see all your survey responses in one place, quickly filter them to focus on what matters and export the data for deeper analysis or sharing.

• Filtering to focus on specific segments (e.g by time period or question)

• Export results (CSV) so you can dig deeper, share with stakeholders, or combine with other data.

Example use cases we’re targeting

We’re especially interested in teams that run real-world scenarios such as:

• End-of-request satisfaction surveys, beyond basic CSAT
  Ask employees how satisfied they were after an HR request (e.g. benefits query, policy question, equipment request) to identify service improvements.

• Lifecycle journey check-ins
  Add surveys at key points in journeys like onboarding, internal transfers or offboarding (e.g. “How supported did you feel in your first week?”).

• Knowledge base and help center feedback
  Collect feedback on knowledge base articles or help center content to improve the quality and usefulness of your documentation.

• Pulse surveys
  Run check-ins on employee wellbeing, engagement or events

If you’re experimenting with HR Service Management or building out Employee sentiment capabilities, we’d especially love to work with you.

How the closed EAP works

This is a closed, limited EAP, which means we’re partnering with a small group of customers so we can work closely with you and iterate quickly.

We’re looking for customers who:

• Use (or plan to use) Jira Service Management for HR, People or Ops workflows

• Are willing to run at least one real survey use case during the program

• Can share regular feedback on what’s working, what’s confusing, and what’s missing

• Are open to lightweight collaboration (e.g. short check-ins, written feedback, or sharing examples)

In return, you’ll:

• Get early access to the new surveys capability

• Help shape the future of Surveys in Jira Service Management

• Have a direct feedback loop with the product team

Sign up for the closed early access program

If you’re interested in joining the closed EAP, please submit your details via this form:

Sign up to express interest in the surveys closed EAP.

Our team is really looking forward to partnering with you on this journey. If you have any questions about the EAP or whether your use case is a good fit, feel free to comment below and I’ll get back to you.

Kind regards,
Gemma Aldrich
Product Manager, Jira Service Management

[Dirk Ronsmans]

Great news @Gemma !

About time CSAT got an overhaul/upgrade :)

[Josh]

@Gemma this is great! As a team that has had to build custom solutions to provide functionality beyond the basic CSAT capabilities, it would be great to have native options available.