Customer feedback surveys

This section describes the example of creating detailed feedback with Actions for JSM.

As we know, feedback is valuable information that will be used to make progress in our business. Effective and detailed feedback benefits the giver, the receiver, and the whole organization. The 5-star question survey is one of the most well-known methods for receiving customer feedback. It helps to understand customer expectations, but we don’t get as much information as we need.
Actions for Jira Service Management app allows the creation of different custom fields with questions we want to ask users. Later, we can use the responses to these questions to improve the quality of services.

Creating a Feedback transition

Steps

To set configuration:

1. Choose Projects at the top of the screen.
2. Choose the service project you want to configure.
3. From the service project sidebar, select Project settings > Workflows.
4. Choose the workflow you want to edit and click the Pen icon.
   

   

5. Go to the Diagram section.
6. Click Add transition to create a new transition.
   

   

   
   The Add Transition box appears.
7. Set the transition from Any status to Itself.
8. Click Add.
   

   

9. Once you are finished, click Publish. The dialog allows you to publish your draft and, optionally, save your original workflow as an inactive backup.
   

   

   

Result

A new configuration is added.

Adding a Feedback transition

Steps

To set configuration:

1. Go to Jira Administration > Manage apps.
2. Select Workflow Actions from the menu in the Actions for JSM section.
3. Go to Add or Edit transition and fill out the information.
4. Click Add.
   

   

5. Go to the proper request detail view.
   The More actions section is on the right side.
   

   

6. Click the Feedback action.
   The Feedback dialog box appears.
7. Fill in a form and click Feedback.
   

   

Result

A feedback is sent successfully.

Note

You can copy a URL link to the Feedback action which appears on the Customer portal, and share the link in Jira with other users.

To share the Feedback action in a particular Issue, paste the URL link in the Comments section. The link will immediately redirect users to the Feedback form.

Additional reading

Why and how to conduct customer surveys in Jira Service Management Server