From the team
CSAT, NPS & CES Guides for Jira Service Management
Guides, best practices, and insights on customer feedback, CSAT, NPS, and Jira Service Management.
- CESJSMJira Service Management
How to Set Up a CES Survey in JSM
JSM ships CSAT and NPS out of the box, but not CES. Here's how to build a Customer Effort Score survey yourself and trigger it at the right moment.
Read → - NPSJSMJira Service Management
How to Track NPS in Jira Service Management
JSM doesn't ship with NPS. Most teams bolt on a separate survey tool and get data that lives nowhere useful. Here's how to do it inside Jira.
Read → - JSMCSATReporting
How to Build a CSAT Dashboard in JSM
Most JSM teams have CSAT data scattered across tickets with no way to spot patterns. Here's how to build a reporting dashboard that surfaces the signals that matter.
Read → - CSATNPSCES
CSAT vs NPS vs CES: Which Fits Your JSM Team
Opinionated, JSM-specific guidance on which feedback metric to use, when each one actually tells you something useful, and what native JSM supports.
Read → - CSATJira Service ManagementResponse Rate
Why Your JSM CSAT Response Rate Is Low (Fix It)
Most JSM teams accept poor CSAT response rates as inevitable. They're not. Here are the four specific levers that actually move the number.
Read → - CSATForgeJira Service Management
Where JSM Survey Data Really Lives in Atlassian
Forge apps keep data on Atlassian's infrastructure, but that's not the same as keeping it in Jira. The distinction that separates genuinely Jira-native survey tools from the rest.
Read → - CSATJira Service ManagementGetting Started
Getting Started with CSAT in JSM
A step-by-step guide to setting up your first CSAT survey in JSM using Myra — from install to your first score in under 10 minutes.
Read → - JSMCSATCES
Use JSM Feedback to Reduce Ticket Reopens
Ticket reopens are a hidden drain on service desk capacity. CSAT and CES data reveal why they happen — and how to stop them before they start.
Read → - CSATBenchmarksIT Service Desk
CSAT Benchmarks for IT Service Desks in JSM
What CSAT score should your IT service desk be aiming for? Industry benchmarks, JSM-specific context, and how to interpret your own numbers.
Read → - CSATJira AutomationJira Service Management
Turn Negative JSM Feedback Into Tickets
When a customer rates a resolved ticket poorly, the worst thing you can do is nothing. Here's how to automate follow-up workflows in Jira Service Management.
Read → - CSATAtlassian PortalJSM
Display Live CSAT Scores in Your JSM Portal
A practical guide to surfacing real-time customer satisfaction scores inside your JSM portal — for agents, managers, and customers.
Read → - CSATJira Service ManagementEmail
Why JSM Email-Only CSAT Fails (and the Fix)
Email CSAT surveys in Jira Service Management have terrible response rates. Here's why the channel is broken, and how portal-native surveys fix it.
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