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📣 More ways to listen, learn and improve your services with surveys in Jira Service Management

Gemma

We’re continuing to invest in surveys in Jira Service Management so teams can capture meaningful feedback from people across their organization and pair it with the operational metrics they already use to manage work.

Operational metrics show what happened, while surveys reveal how people experienced the service. Together, they help employee-facing teams understand both service performance and employee experience in one place.

Since launching native surveys, we’ve added new capabilities that make surveys easier to organize, more flexible to design, and more useful when it’s time to act on feedback.

What’s new

Organize surveys as you scale

You can now categorize surveys by type, making it easier to keep survey programs organized as more teams and use cases adopt them. Use categories to group surveys for service follow-up, onboarding, offboarding, engagement, knowledge feedback, and other key moments.

Survey lists are also easier to browse with a scannable table view and category filters, so teams can quickly find the right survey in their service space.

Create richer questions with ratings and scales

Surveys now include Ratings and Scale question types, giving teams more ways to collect structured, measurable feedback.

Ratings questions let respondents select a star-based rating, such as 1 to 5 stars.
Scale questions let respondents choose from a labeled range, such as “Not likely” to “Very likely.”
Conditional section logic can use these responses to show or hide sections based on someone’s answer.
Response summaries show results with charts and tables for each question, helping teams analyze feedback faster.

Early Access: create surveys with Rovo

A live Early Access Program is now available for creating surveys with Rovo in Jira Service Management.

With Rovo, teams can describe the survey they want to create and quickly generate a ready-to-use draft with relevant questions, a logical flow and best-practice structure. Rovo can also tailor surveys using organizational context, while the no-code survey builder makes it easy for teams to refine, preview, and publish with confidence.

👉 Register now to join the Early Access Program and start creating surveys with Rovo.

How to get started

If you’re on a paid Jira Service Management Cloud plan:

Open a service project.
Look for Surveys in the space navigation, or enable it in Space settings under Features.
Create a new survey using a template or design your own.
Add Ratings or Scale questions from Add field, then configure options such as the number of stars or label ranges.
Use survey settings to choose categories and manage whether respondents can submit one or multiple responses.
Share surveys via link, email, chat, journeys, or automation rules at key moments.
Review results in the survey summary dashboard and use the insights alongside your operational metrics.

Our goal is to help teams move from collecting feedback to acting on it, in the same place where service work already happens. Share your examples and questions in the comments below.

Kind regards,
Gemma Aldrich
Product Manager, Jira Service Management

Comments

Scott Windus

I created my first survey yesterday, retiring our Customer Experience form in MS Forms.

Two wishes please.

Add likert scale field type
Add a link between the survey response and the request it relates to.

My second wish is what really would add the value of switching from a proper survey tool like MS Forms and Survey Monkey - a key capability differentiator.

Gemma

Hi @Scott Windus great to hear you're trying out surveys in Jira Service management. We currently don't have an out of the box field type for Likert, but this is most common in radio button response format. You can create a likert scale using radio buttons, which are available under Add field > Radio buttons in the survey builder.

Thanks for your feedback on point 2. We are currently exploring this!

Gem

Niklas Maier _KUMAVISION AG_

Thanks for sharing this — I wasn’t aware of this feature before! I’ll definitely consider implementing it in our internal IT Service Management setup going forward.

One question though:

Is there (or will there be) a way to create and run surveys directly within Jira?

We’re using Jira heavily in collaboration with our customers, and being able to integrate surveys during ongoing projects would really help us gather feedback, continuously improve, and better track our day-to-day project work.

John Williams

The challenge we have using this feature is that we won't have just 1 survey open. There will be multiple and we would act on each response from the surveys but there is no way to get a notification when a new response is submitted on a survey or even in the list see which ones are the last to be replied to.

Gemma

Hi @Nik thanks for your comment and glad this is on your radar for IT Service Management.

Surveys are built and managed in Jira Service Management, but the good news is that once you publish a survey, it generates a shareable link that's tied to your portal access settings. This means you can share that link directly in your Jira projects - for example, by dropping it into a comment or a project description. It's a manual step for now, but it works well for gathering feedback during ongoing project work.

Let me know how you go!

Thanks,

Gemma

Hi @John Williams thanks for sharing your feedback, it's really helpful to hear how you're using surveys day-to-day. You're right, response notifications aren't available yet, but this is exactly the kind of input that helps us prioritise what to build next.

Thanks,

Gemma

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