Can fully customizable customer surveys and reporting be done entirely in Jira Service Management?

[gollapudi sidhvi]

Hi Everyone,

We are using Jira Service Management and want to keep customer surveys, responses, and reporting entirely inside Jira.

Our requirements are:

• Custom survey questions (not just default CSAT)

• Ability to limit surveys per customer (for example, max X per month)

• Survey responses stored in Jira fields

• Agent-wise and monthly reports using Jira dashboards or reporting tools

From what I understand, native JSM customer satisfaction surveys are very limited and do not support customization or advanced reporting.

Is there any supported way to achieve this 100% within Jira without external tools, or is a paid app (e.g., survey or reporting app) the only realistic option?

If an app is required:

• Which apps are commonly used for this use case?

• How are survey responses typically stored and reported inside Jira?

Looking for practical, production-proven approaches rather than workarounds.

Thanks in Advance

[Marc -Devoteam- · Accepted solution]

Hi @gollapudi sidhvi 

No ootb the only option is to change the question.

For expansion you will need to revert to 3rd party solutions on the Atlassian Marketplace.

[gollapudi sidhvi]

Hi @Marc -Devoteam- 

Thanks for the response 

Which 3rd party app will you suggest to achieve the custom survey?

[Marc -Devoteam-]

Hi @gollapudi sidhvi 

See the options, https://marketplace.atlassian.com/search?query=survey&product=jira-service-management&hosting=cloud and try them out in your sandbox, to find the one that fits.

I have never liked one of them, so no preference here.

And I think they are expensive.

[gollapudi sidhvi]

Hi @Marc -Devoteam- 

I understand that Jira Forms are mainly used to create or update work items.

Is there any out-of-the-box workaround to reuse Jira Forms as a customer feedback or any external survey forms after the ticket is resolved or closed?

Even if it is limited (for example, filling the form on the same ticket or triggering it through automation), I would like to know what is practically possible without using third-party apps.

[Marc -Devoteam-]

Hi @gollapudi sidhvi 

Yes, you could create a fomr for this and add this to the request on Closing it.

This form will have to open so customers can edit it.

I would add an extra status to the workflow, that if this form is updated, the request status updated to a non-editable status, like survey form submitted.

[gollapudi sidhvi]

Hi @Marc -Devoteam- 

Thanks for the suggestion. I have one concern before proceeding.

Many of our customers do not have Jira Service Management portal access and raise requests only through email.

Given this limitation:

1.Will the Jira Form still be accessible to such customers, or is portal access mandatory?

2.Once the form is submitted, what is the way to retrieve the form data into Jira reports or dashboards?

[Marc -Devoteam-]

Hi @gollapudi sidhvi 

They need to access there issue via the portal.

Yes, only if you store the information from the form fields in Jira fields

[Ugnius Aušra · Accepted solution]

Hello @gollapudi sidhvi 

There is no supported way to implement fully customizable customer surveys and advanced reporting entirely within Jira Service Management without external apps. A paid survey/reporting app is the only realistic and supported option for this use case.

[gollapudi sidhvi]

Hi @Ugnius Aušra ,

Thank you for the response 

Which app will you suggest to achieve the custom survey?

[Kevin Gérard]

I believe there's something on the EAP for this, i've asked access earlier, but not sure how actively it's being tracked, haven't heard anything yet. 

https://earlyaccessprogram.atlassian.net/servicedesk/customer/portal/1255/group/1323/create/11428

[gollapudi sidhvi]

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