Customer Satisfaction surveys

I want to customize the Customer Satisfaction Survey that is sent out to customers once an issue is resolved. I wanted a survey that asks a bunch of questions and allows the customer to give it a rating out of a score of 10. Any suggestions on how this is accomplished using the Satisfaction Settings in Service Desk. Is it easier sending a link using another source e.g. Survey Monkey? Ideally it would be nice to have it all centralized within Jira service desk.

Thanks,

2 answers

0 votes

Hey @Tom Nielsen

There are a couple options you can do. Unfortunately at this time you are unable to add questions to the stock satisfaction survey.

You can use Polly which is a survey company that integrates with Jira and Slack. If you use Slack, this is a great option because the survey will be DM'd to the user and then you can set up follow ups if the user does not answer the survey.

The other option is a solution like you mentioned. Using another 3rd part like Survey Money that you can email out when a ticket is completed. This is actually something I did for a while and while it worked, it wasn't great. I had a custom email being sent from Automation For Jira so I could include extra data like ticket numbers. In my survey, I also had to ask what their ticket number was so I could link it back to a ticket since they didn't have an integration with Jira.

I would check out Automation For Jira, it allows you to do tons of things that you normally couldn't do. They have a free version but it limits how many automation's you can run a month.

Automation For Jira Free

Automation For Jira Paid