I’m excited to share the latest enhancements to Surveys in Jira Service Management to help teams capture meaningful feedback and act on it in the same place where service work happens. Our goal is to help teams move beyond simply collecting feedback so they can understand the experience behind their service metrics and take action with the right context.
Based on your feedback, we’ve focused on making surveys easier to deliver at the right moment, more accessible for global teams and more connected to the work that prompted the feedback in the first place.
What's new
Connect survey feedback to the work item it relates to
Surveys can now be connected to the Jira Service Management work item that prompted them.
This gives service teams a clearer connection between the experience someone reports and the service interaction behind it. Instead of treating feedback as a standalone data point, teams can review it alongside the relevant request and its operational context.
For teams using surveys after service requests, this makes it easier to understand:
- Which service interactions are driving positive or negative feedback
- Where a particular request may have created friction
- How feedback relates to the work your team is already managing
- Where to focus service-improvement efforts
To get started, navigate to Surveys, then Settings. Toggle on Survey and Work items to show associated work items in survey response data.
Reach more people with translated surveys
Service teams often support employees, customers and partners across regions and languages. You can now add and manage translations for your surveys, helping respondents engage with questions in the language that works best for them.
This makes it easier to run consistent feedback programs globally whether you’re gathering feedback after onboarding, resolving a service request, supporting workplace services or checking in on an employee journey.
To get started, navigate to Surveys and create a new survey (from blank, use a template or ask Rovo). When editing your survey, select Translations tab to add languages.
Send surveys as part of your existing automation
Getting feedback is most useful when the request is timely and relevant. With the new native survey action in automation, teams can add surveys directly to the workflows they already use in Jira Service Management.
For example, you can trigger a survey when:
- A work item is resolved
- A request reaches a particular status
- An employee completes an onboarding or offboarding step
- A recurring service interaction or journey reaches a key moment
This helps reduce manual follow-up and makes it easier to gather feedback consistently at the moments that matter.
To get started, open Automation in your service project and add the native survey action to a rule that matches your workflow.
Generate insights with Rovo
Collecting feedback is only the first step. You can now use Rovo to analyse survey responses, helping service teams turn open-text feedback into a clearer picture of what people are experiencing.
Rovo can help surface themes, sentiment and trends for each question in your survey, so you can spend less time manually reading through individual responses and more time understanding where to improve.
These insights can help teams identify opportunities for improvement and move from feedback to clear next actions.
Analyzing survey questions with Rovo uses Rovo credits. Rovo credit allowances will be applied starting December 3, 2026. Organization admins can view and manage their usage in Atlassian Administration. Learn more.
I’d love to hear how you’re using surveys in your service workflows and what you’d like to see next. Share your examples and questions in the comments below. Review our documentation documentation for support.
Kind regards,
Gemma Aldrich
Senior Product Manager, Jira Service Management
