Ask for my customers about resolved issues

[mhoyosga]

Hello. I'm trying to enable a survey for clients on my project to send me feedback on issues resolved by my team.

I want to send a customs survey with questions like "Are you satisfied with the estimated time?". In addition, I want to be able to process the received data. Is there a native or plugin way to achieve this in Jira?

Thank you

[Dirk Ronsmans · Accepted solution]

Hey @mhoyosga ,

CSAT is part of the Jira Service Management however it is fairly simple (just a 5 star system)

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-customer-satisfaction-surveys-csats/

Do you need this for JSM or JSW?

There are a few plugins available too which you can view on the marketplace: https://marketplace.atlassian.com/search?hosting=cloud&query=csat

You could also create your own survey with a 3rd party service and include that link in a resolution email.

[mhoyosga]

Thanks for your answer!

What are the differences between JSM and JSW?

I have read https://support.atlassian.com/jira-service-management-cloud/docs/what-are-customer-satisfaction-surveys-csats/ but I can't find that option. I am testing in Jira Cloud.

Most plugins focus on collecting feedback from Jira users, my interest is more on external users, sending them these surveys via email, for example.

Thanks again!

[Dirk Ronsmans]

Well JSM (Jira Service Management) is Atlassian's product focussed on the ITIL practices.

(Incident, Change, Problem, Request) where you have agents handling those in queues with links to knowledge bases/monitoring systems/...  and which has a portal for end users (who don't consume a license)

JSW (Jira Software) is the product where you mainly do Software Development with Kanban boards/Sprints/... 

2 different products, often used together but for a different audience.

Jira cloud has CSAT but of course only in JSM not in JSW as JSW isn't typically something that you open up customer facing or where you involve customers/end-users

https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-products/