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Default Satisfaction Report

Tara Irina August 10, 2023

Hi, where/how can I find the Default Satisfaction Report for my project?

Can I export it?

Thnak you!

2 comments

Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 10, 2023

Hi @Tara Irina ,

Welcome to the community !!

Project admins can go to Project settings > Satisfaction settings > Click Satisfaction Report to View results and metric. 
I could not find Export option. 

More details about report is in https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/

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Tara Irina August 10, 2023

Hi @Rilwan Ahmed 

Thank you for the swift reply - I have tried to follow the exact steps, but perhaps our project is missing smth. as I cannot see the Satisfaction Report option :(

CSAT.PNG

Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 11, 2023

Hi @Tara Irina ,

From the screenshot you shared, I don't  think you are using JSM Atlassian cloud instance. It seems to be server or Data center. That is why you are not able  to see Satisfaction Report link on the screen.

After enabling Customer satisfaction report in your instance, you can view them in Reports section
(https://<baseURL>/projects/<projectKEY>/reports/all-rating)

More details about satisfaction report is in https://confluence.atlassian.com/servicemanagementserver/collecting-customer-satisfaction-csat-feedback-939926566.html

Some details to configure reports is described in https://confluence.atlassian.com/servicemanagementserver/setting-up-service-project-reports-939926426.html#Settingupserviceprojectreports-Customersatisfactionreport

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Bailey Hecksel August 10, 2023

@Tara Irina It looks like your satisfaction feedback is enabled, so you should be able to find the report under Reports > Customer Satisfaction within your project.

The report is pretty limited, and doesn't allow you to export (Atlassian, please fix).

There's a much more complicated way to create satisfaction reports using custom fields, automation rules, and filters. This way does allow you to export, see reporter and assignee names, as well as rating and comment all in one place. I can send you some info on this if it's worth the deep dive for you.

Hope this helps!

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Tara Irina August 10, 2023

@Bailey Hecksel  Hi Bailey, this is excellent, I found it, thank you so much!!!!!!

Tara Irina August 11, 2023

On the deep dive reporting, if you can provide some guiding materials would be awsome, tnx

Bailey Hecksel August 11, 2023

Here is some info on what I've set up based on a comment from this post with some tweaks: https://jira.atlassian.com/browse/JSDCLOUD-4317. The following is working as of 8/11/23:

  1. Create a custom field: Name: Satisfaction Comment
  2. Field type: Short text (plain text only) (I believe this is the only field type that will work)
  3. Create an automation rule (global or project):
    1. Name: Reporter Satisfaction Comment
    2. Trigger: Scheduled
      1. I set my rule to run every hour, but you can change this depending on how quickly you want your satisfaction filter/"report" to update
    3. Then: add action: Edit Issue Fields
      1. Choose fields to set: Satisfaction Comment
      2. Paste this smart value into the value box on that screen: {{issue.properties.service-request-feedback-comment.comment}}
  4. Now, create a new filter:
    1. Name: Satisfaction Report (or something similar)
    2. Adjust your filter as nessesary for the issues you want to view satisfaction comments and ratings on
      1. I adjusted my filter so it's only showing my team's issues within a specific project
    3. Under Columns:
      1. Make sure to check Satisfaction and Satisfaction Comment
      2. Check any other fields you want to view like Summary, Reporter, Assignee

Let me know if you give this a shot and run into any issues integrating this.

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