Using Forms to ask multiple questions in Satisfaction surveys

[#1]

Currently, it's not possible to add more than one question to the survey using the customer satisfaction in a service project.

However, with forms and an automation rule, it's possible to add a Form automatically to the request to get more details about Customer Satisfaction. If that sounds as a good alternative for your use case, please follow the steps below:

First, create and configure the form according to your use case: Create or edit a form.

If you want to use a filter or dashboard with the customer's response later, please link the form fields to Jira fields to use the Jira fields to create the filter or dashboard.

You can also use info panels in the form to inform the customer about the steps to Edit the form and submit it, as you can see below:

After that, you can create an automation rule to add the form when the ticket is transitioned to a final status by following the steps below:


1. Open the service project > Project settings > Automation > Select Create rule
2. In New trigger > Select Issue transitioned
3. In To field, select the final statuses configured in the workflow associated with the project > Save
4. Select New action > Attach forms
5. In the Forms field, select the form you've created before > In Visibility, select External > Save
6. Name your automation rule and turn it on

 Extra tip: You can select Add an action > Send email > In the To field, select Reporter > Fill in a Subject and Content

• In the Content, you can also use the following HTML code to create links and {{issue.url.customer}} as the smart value to place the link to the portal in the notification:
• <a href="{{issue.url.customer}}">click here</a>

Your automation rule will be similar to the screenshot below:

 Note that: Anyone with access to the ticket will be able to edit the form and consequently evaluate the support. So the recommendation is to use the Send email action in the automation rule to notify only the reporter.

However, if you don't want to use the automation to send the notification, you can edit the customer notification content to add the steps and inform the customer how to complete the form and evaluate the assistance received in the ticket:
1. Open the service project > Project settings > Customer notifications(or Project settings > Notifications > Customer notifications, for Team-managed projects)
2. In the Request resolved customer notification(in company-managed projects) or Request done(in team-managed projects), select Edit > Add the steps to edit the form.

This alternative solution will work as demonstrated in the video below:

Also, please note that we have a Feature request asking for the ability to have multiple questions in CSAT survey, as we can see below:

• Multiple question CSAT survey

[Dave Mathijs]

Thank you for sharing this alternative @Bruna Silva because the standard CSAT in JSM is very, very basic.

[Charles Trilha]

Nice article, Bruna!

[Bruno Altenhofen]

Amazing article!!! :D

[Michele Bazzani]

Hi @Bruna Silva 

Can you tell me where the responses go? 

I just put in a community ask for this because we are struggling. The ticket above has been open since 2016, so I am not super hopeful we will get this. 

This is an essential function, and it's missing :(

Thank you!
-M

[Muhammad Fahad]

Nice! Thanks @Bruna Silva  for sharing the alternative.

[Ahmed Zeb]

This doesn't seem to be impressive way of collecting feedback or Survey. Instead Atlassian should look into improving the built in survey as forms integration with JSM is already very unimpressive and badly designed itself.

Thanks

[Bruna Silva]

Hello @Michele Bazzani,

Using this alternative, responses will be visible in two different ways:

1. In a Form within the ticket associated with the form submitted;
2. If you link Form fields to Jira fields the information entered in a linked form field will automatically populate its linked Jira field.

I've updated this community article with a video showing this. I hope this helps. 

[Soluciones TIC]

Excellent solution, but I have a doubt, Is it possible to download or export in excel a consolidated of the forms that have been filled in the cases?, already check and individually is possible.

[Bruna Silva]

Hello @Soluciones TIC ,

We can export a spreadsheet of form responses by following the steps below:

1. Open your service project > Project settings > Forms
2. Locate the form > Click on the ••• dropdown menu > Select Export in XLSX.

A file with all responses that were submitted using the form will be downloaded.

Just note that only Project administrators are able to see the Export in XLSX option.

I hope this information helps! 

[Harsh]

Hi @Bruna Silva 

Is this for JIRA Server/data center 8.2? Because I tried to follow the steps but looks like it is for Cloud. Correct me if I am wrong. 
Can we achieve the same scenario in JIRA Server? If yes, can you share some of your insight. It would be a great help.

Thanks!

[Bruna Silva]

Hello @Harsh ,

This article describes the steps for Jira Service Management Cloud where ProForma is currently available as a built-in feature called Forms(as we can see in this document). Currently, for Server and Data Center, ProForma is still on the Atlassian Marketplace and is supported by Atlassian.

Therefore, if you have the ProForma app on your Server/Data Center instance, for assistance with this workaround, please contact the responsible team here and they will help you.

I hope this clarifies.

[Raghu Mani]

How do I allow only the reporter of the ticket to open and edit it? Its really not ideal for anyone who is having JIRA agent license can open and edit it. 

[Ivanna]

How do I set this?

[Bruna Silva]

Hey @Raghu Mani

Currently, it's not possible to prevent agents from submitting a form, but we have a feature request asking for this ability:

• Ability to restrict agents from Submitting/Creating Jira Forms

When it comes to form permission, you can use the Lock this form once it‘s submitted so only admins can edit via each form's settings. This will prevent agents from editing submitted forms. More details about it can be found in the document below:

• About form settings

[Bruna Silva]

Hi @Ivanna

You can configure Tabs on your screens by following the steps found in the document below:

• Configure a screen's tabs and fields