nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

📣 Introducing native surveys in Jira Service Management Cloud

Gemma

We’re excited to announce that surveys are now generally available in Jira Service Management Cloud. Over the next few weeks, you’ll see surveys appear in your service spaces on paid plans. Surveys provide a native, streamlined way to capture feedback directly where you manage work — no more switching between separate survey tools, links or spreadsheets.

If you don’t see Surveys in the navigation on the left in your service space, a space admin needs to activate it. Navigate to Space settings, select Features and turn on the toggle next to Surveys.

Surveys - responder view (2).png

Centralize feedback across services, engagement and lifecycle moments

Many service teams rely on forms, spreadsheets or external survey tools to gather feedback — whether for service quality, employee engagement or lifecycle events like onboarding and offboarding. Surveys in Jira Service Management go beyond customer satisfaction (CSAT) by centralizing feedback collection across services, key lifecycle moments and employee engagement.

Design surveys fast with flexible question types

Build surveys with our no-code builder, or get started in minutes using templates for HR, business, and IT teams. Choose from multiple question types, including ratings, multiple choice and free text to customize your feedback collection.

surevy templates (1).png

Control access and protect privacy

Use privacy settings to collect anonymous or identified feedback and control who can create surveys, send them or view results. Preview, publish and share surveys where your teams work – add surveys to automation rules (for example, a post-onboarding “How did it go?” check-in), or share them via email, chat or internal tools.

Survey restrictions.png

Turn centralized feedback into actionable insights

View survey data in a single, trusted overview across services and experiences. Filter data to focus on key areas, click to view free-text responses and export results for sharing.

Survey summary - response open.png

Turn everyday employee moments into powerful feedback loops

Here are a few ways teams are using surveys to listen at the moments that matter — and turn feedback into better experiences:

End-of-request satisfaction surveys, beyond basic CSAT
Ask employees how satisfied they were after a request (for example, benefits query or equipment request) to identify service improvements.
Lifecycle journey check-ins
Add surveys at key points in journeys like onboarding, internal transfers, or offboarding. For example "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 documentation quality.

What’s next: turning feedback into action

We’ve built a strong foundation for capturing feedback natively and centrally. Next, we’ll explore how Rovo can surface clearer insights, how deeper connections to workflows and automations can drive faster follow-through — all in the same system where work happens.

Share your feedback

We’d love to hear how you’re using surveys in Jira Service Management. Share your examples and questions below. Your feedback will help shape how we evolve surveys.

Kind regards,

Gemma Aldrich

Product Manager, Jira Service Management

Comments

Tim Eddelbüttel

At a first glance it looks / feels like a separate survey tool inside your JSM project. I'll see use-cases for this feature

Technically, it looks like it's reusing how Forms work . The editor in forms would have a translate tab. Surveys should be also translatable.

Looking at current JSM CSAT (the non-customisable 5-star on / off toggle) feature. Would it be possible to select a survey and replace the 5-start form with these surveys? Will there be any placeholders that can be used in the JSM customer notification templates (the non html part) based on events (e.g. request resolved)? Sending a separate e-mail via Automation for Jira will look different, these can't be translated and the sender address is different from the service desk project itself (https://jira.atlassian.com/browse/AUTO-76).

Gary Spross

@Gemma, I enabled the Surveys feature in one of my JSM spaces, but the Surveys menu option isn't appearing. I've refreshed several times, but I'm not seeing it anywhere.

Danilo Gomes

As @Tim Eddelbüttel comment,

Can we connect this new feature with Tickets on JSM?

Ok we can use this based end of request trigger but how we gonna map/relate the survey answer to a specific user interaction?

"End-of-request satisfaction surveys, beyond basic CSAT

Ask employees how satisfied they were after a request (for example, benefits query or equipment request) to identify service improvements."

Gemma

Hi @Tim Eddelbüttel

Thanks for your comment and sharing your thoughts. For ease of use we're using JSM forms to power survey builder, multilingual support isn't available right now, but something we're looking at for near future.

Right now, surveys and CSAT are separate capabilities, you can use surveys for CSAT feedback on a closed work item - if you create a survey for each request type active in your space, and configure Automation to trigger the email with survey link included (along with issue key) when a work item is transitioned and the issue type is equal to the request type.

There aren't currently survey-specific smart values or placeholders you can drop into the non-HTML customer notification templates. Distribution today is via a shareable survey link, which you can include in an Automation action (e.g. "Send email" or "Add comment" on resolution).

I'd love to hear more about your specific use case (if broader than CSAT), this can help me feed it into our roadmap priorities.

Thanks!

Gemma

Hi @Gary Spross thanks for your message - if you've enabled surveys in JSM via Features and it's not appearing, please can you raise a support ticket for us to look at? My team have tried to replicate this issue you've raised but we cannot see it.

https://support.atlassian.com/

If possible, please include my name on the support ticket.

Thanks,

Gemma

Hi @Danilo Gomes thanks for your comment - I'm hope my reply to Tim in this thread solves your question, but you can use Automation to build rules around conditions and use the survey link for distribution.

What specific use case are you trying to solve for?

Thanks

Gemma

Barbara Márkus

Hi Gemma,

Great feature. We have two tenants with different licensing setup. One has this Feature available in Space settings but the other doesn't. Can you tell us what license is needed for this?

Also will the results of the surveys be available through the PowerBI connector for Jira for extraction?

Thanks

Regards,

Barbara

Gemma

Hi @Barbara Márkus thanks for your message. Over the next few weeks, you’ll see surveys appear in your service spaces on paid plans - so it might be that one of your tenants has not yet received the capability as we are still rolling it out.

Right now, surveys response data is only available in the surveys feature itself with charts and responses populating on the Summary tab once feedback is collected. You can export the data as a csv, read more here: https://support.atlassian.com/jira-service-management-cloud/docs/review-and-export-survey-data/

Thanks,

Gemma

Hi @Gary Spross can you please try enabling surveys again on your Space, it should now appear in the space navigation when you toggle surveys on under Features.

Let me know if you're still not seeing it available.

Thanks,

Gemma

Gary Spross

@Gemma, I just checked and I see the Surveys feature now. I didn't have to re-enable the feature, it just seems to have appeared. Thanks for taking a look!

Barbara Márkus

@Gemma thanks for the reply.

I'm afraid this is a showstopper for us. We would only start using it once extraction through PBI connector is available. Is that on your roadmap?

Juliette Lallement _Elements Apps_

Hi @gemma !

Great feature! What sort of survey data reporting will be available beyond response rate and flat free-text responses? Will it be at project-level only?

I have successfully enabled the feature in my JSM project, however I get a "Something went wrong" error. Can you please advise? survey error.png

Are there plans to add the capability of playing with native survey data through the JSM REST API going forward? for example, getting survey responses, etc.

Thank you!

Danilo Gomes

@Gemma

Use case:

One of my customer is using a app to customize the survey, this new feature can replace the app if the survey store and displays on report which ticket is related to the survey responses.

Thanks

Gemma

Hi @Barbara Márkus at the moment we are exploring further data/reporting enhancements, I appreciate your feedback on this particular need.

Gemma

Hi @Juliette Lallement _Elements Apps_ thanks for sharing feedback. We are exploring further data/reporting enhancements (including how data is extracted and displayed).

I'm keen to hear what key metrics you would find valuable per survey, and any thoughts on aggregated metrics per Space. Is there anywhere you'd expect to surface these?

I'm unable to replicate your error screen, if it hasn't resolved for you - please can you raise a support ticket for us to look at?

https://support.atlassian.com/

If possible, please include my name on the support ticket.

Thanks,

Gemma

Dave LIAO

@Gemma - I love @Gary Spross 's idea of replacing the native 5-star CSAT survey with a bespoke survey...

I previously have recommended to customers that they use a third-party survey tool, and have a survey generated at request closure and sent to requestors via a comment. Having a more robust post-interaction survey (with minimal friction) would make so many JSM teams happy. 🙏

Fazila Ashraf

Was looking forward for such feature. Thank you!

Earlier, we had enabled the survey in feature to test it out and was not actually working. Now the option is no longer in the features enablement section.

Was there any changes made?

Manohar Kurapati_njvb6f

We using Jira Premium (Teams Collection) package? I can't find the Survey option in the Features section. Please can you confirm if this feature is rolled out to all users?

Gary Gonzalez_mohne9

I wanted to share our use case, as it may help show where a gap exists today not just for us, but others too.

We are using Jira Service Management (Cloud) as a centralized support platform, supporting multiple stakeholder groups. The new Surveys capability is very appealing for us because it allows us to collect broader, more flexible feedback beyond standard CSAT, including trust, usability, and improvement insights. It's also not a Form, so there appears to be greater flexibility in respect to access. However, our key need is not just collecting feedback, it’s operationalizing it.

Specifically, I'd like to know whether Surveys currently support (or there are plans to support):

Detection for when a survey response is submitted
Ability to notify the appropriate support team
Potentially triage or act on responses that indicate issues, confusion, or negative sentiment

As of today, since it seems there are no survey specific smart values, there's no survey submission trigger in automation, and responses are only accessible via the Surveys UI (or export), and that seemingly means there’s no native way to integrate survey feedback into our operational workflows in Jira.

If the above is true, this creates a disconnection for us since Jira is our system of action for support and issue management, but survey responses remain outside that operational loop unless manually reviewed and added as tickets/requests.

In our environment, timely awareness of feedback is important, especially when users are reporting friction or requesting follow-up. Even a lightweight capability such as “When survey response submitted --> send notification” or exposing survey responses via smart values in some way or webhook, would significantly improve our ability to close the loop between feedback and action.

I'm happy to provide more detail if helpful since this is an intriguing area for us as we try to keep both feedback collection and response workflows within Jira.

*Edited*

In looking at the Survey permissions for specific surveys, the Jira Automation appears and can be given view/edit access. This, to me, suggests that surveys are somehow integrated into Jira's permissions model, which may allow for deeper automation capabilities. I understand that surveys can currently be incorporated into automations for distros (sending survey links), but building out capabilities to include other triggers would significantly improve usefulness. I'd also like to put in a request to be able to, upon survey completion, define post-submission behavior, like setting specific copy/links/cta's or redirecting users (like to our JSM User Portal).

Gemma

@Dave LIAO thanks for sharing your feedback - and excitement for using surveys! Our team are looking at new rating and scale type questions directly in the survey builder, which would better serve the CSAT use case to get a sentiment view. Watch this space

Gemma

Hi @Fazila Ashraf thanks for your comment - not sure what's happened for you there. However we have now completed the release of surveys in Jira Service Management for all paid plans - so please let me know if you're still having a problem - if you raise a support ticket and include my name I can look at this for you.

https://support.atlassian.com/

Thanks,

Gemma

Hi @Manohar Kurapati we've been rolling out surveys over the last couple of weeks. We have now completed our rollout, so you should be able to access surveys now - if you don’t see surveys in the navigation on the left in your service space - navigate to Space settings, select Features and turn on the toggle next to Surveys.

Please let me know if you have any concerns,

Thanks

Gemma

Hi @Gary Gonzalez thanks for sharing feedback and real-word use cases. The capabilities you've outlined ie. smart values for survey data, post-submission behaviour are very much aligned with what we're exploring to enhance our experience. If you're open to it, I'd love connect to have a chat, my emails is galdrich@atlassian.com, hope to hear from you.

Thanks,

Gemma

Prakash Ganeshan

@Gemma Can we have reminder feature? Remind the user through email or slack to submit the surverys.

Robert Dasilva_kxn22l

Hey @Gemma, loving the new customization options.

I'll echo what others have said in that I would LOVE the ability to connect these new more robust surveys with the existing CSAT features JSM already offers.

The current 5-star with comment is a bit basic, and having the flexibility to provide much more detailed questions and answers would go a long way to understanding customer sentiment.

My thought would be to allow linking a single survey to the existing CSAT settings, which would replace the 5-star options and instead send the person to the survey itself.

Very much looking forward to how this feature grows over the future!

Gemma

Hi @Prakash Ganeshan thanks for sharing your idea!

John Williams

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.

Is it possible to send surveys via automation using Slack?
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?