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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

Accepted answers

Ugnius Aušra

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.

Marc -Devoteam-

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.

Nathan Mackenzie

I've just discovered a new Surveys feature in my JSM space! Looks like it was released in March 2026! It might do some of what you're asking 🤷‍♂️

https://community.atlassian.com/forums/JSM-News-Discussions-articles/Introducing-native-surveys-in-Jira-Service-Management-Cloud/ba-p/3208717

https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-surveys/

All comments

Ugnius Aušra

Hello @gollapudi sidhvi

gollapudi sidhvi

Hi @Ugnius Aušra ,

Thank you for the response

Which app will you suggest to achieve the custom survey?

Marc -Devoteam-

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.

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

Nathan Mackenzie

I've just discovered a new Surveys feature in my JSM space! Looks like it was released in March 2026! It might do some of what you're asking 🤷‍♂️

https://community.atlassian.com/forums/JSM-News-Discussions-articles/Introducing-native-surveys-in-Jira-Service-Management-Cloud/ba-p/3208717

https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-surveys/

gollapudi sidhvi

Thank you @Nathan Mackenzie

Bálint Berente (META-INF)

Coming late, but for anyone reading this later: I'd say the choice is usually three-way, not two.

Stay native if all you need is 5-star CSAT, one comment field, and CSV export. JSM's built-in CSAT plus the new native survey feature covers that. You won't get branding, conditional logic, NPS/CES, or embeddable score widgets.

Add a Forge app if any of those matter, or if you want your survey data to stay inside your Atlassian tenant.

Go external (Typeform, SurveyMonkey, etc.) if your team already lives there, or you need things like panel research or multi-product orchestration. Downside is data sprawl, responses sit outside Jira.

For the middle bucket, a few Forge-native options exist, Myra included (which we work on currenlty). Worth trying 2–3 in a sandbox first, reporting depth varies a lot.

Diana Ambrožuk

Most of the native options and workarounds are already covered well in the other comments. From what is available today, there does not seem to be another fully native JSM option that covers all of those requirements without trade-offs.

If you consider a Marketplace app and want feedback to stay directly in the resolved request, I’d recommend trying AdaptiveSurvey.

I work at Kinline, and we built it for this use case: custom CSAT questions, reporting, response tracking, lost time, and agent insights.

It is built on Forge and has the Runs on Atlassian badge, so the data stays within your Atlassian environment.

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