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Actions for Jira Service Management
Actions for Jira Service Management
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Last updated Dec 9, 2019

Customer feedback surveys

This section describes the example of creating detailed feedback with Actions for Jira Service Management.

As we know, feedback is a valuable information that will be used to make progress in our business. Effective, detailed feedback has benefits for the giver, the receiver and the whole organization. The 5-star question survey is one of the most well-known used 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 creating different custom fields with questions we want to ask users which we can use later to improve the quality of services.

Warning

Before you start, log in as a user with the Jira Administrators global permissions.

Create 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 service project sidebar, select Project settings > Workflows.
  4. Choose the workflow you want to edit and click the pen icon.
    The Jira Service Management workflows view
    The Jira Service Management workflows view
  5. Go to the Diagram section.
  6. Click Add transition to create a new transition.
    Adding a transition to the workflow with Actions for Jira Service Management
    Adding a transition to the workflow with Actions for Jira Service Management

    The Add Transition box appears.
  7. Set the transition from Any status to Itself.
  8. Click Add.
    Configuring the transition with Actions for Jira Service Management
    Configuring the transition with Actions for Jira Service Management
  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.
    Publishing the added transition configuration with Actions for Jira Service Management
    Publishing the added transition configuration with Actions for Jira Service Management
    Publishing the added transition configuration with Actions for Jira Service Management
    Publishing the added transition configuration with Actions for Jira Service Management

Result

A new configuration is added.

Add a Feedback transition

Steps

To set configuration:

  1. Go to Jira Administration > Add-ons.
  2. Select Workflow Actions from the menu in the Actions for Jira Service Management section.
  3. Go to Add or Edit transition > Transition.
  4. Click Add.
    Setting up transition configuration with Actions for Jira Service Management
    Setting up transition configuration with Actions for Jira Service Management
  5. Go to the proper request detail view.
    As you see, the Actions section is at the right side.
    Jira Service Management customer satisfaction survey in the request details view
    Jira Service Management customer satisfaction survey in the request details view
  6. Click the Feedback action.
    The Feedback dialog box appears.
  7. Fill in a form and click Feedback.
    Writing a feedback with Jira Service Management customer satisfaction survey
    Writing a feedback with Jira Service Management customer satisfaction survey

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.

Setting up transition configuration with Actions for Jira Service Management
Setting up transition configuration with Actions for Jira Service Management

Additional reading

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

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