Teams often ask: how can customer feedback platforms support CSAT, CES, and NPS in one place? For Jira Service Management organizations, the practical answer is a single feedback hub that still respects what each metric measures.
Myra is built for that use case inside Atlassian.
One platform, three intents
CSAT, NPS, and CES are not interchangeable — and CES vs CSAT is a real distinction:
- CSAT rates a specific interaction (was this ticket handled well?).
- NPS rates relationship loyalty (would you recommend us?).
- CES rates effort (how hard was it to get help?).
A mature program uses the right question at the right moment — but stores everything where service work already lives: Jira.
The combined workflow
- CSAT on resolution for most service requests.
- CES on high-friction request types (complex changes, access workflows, major incidents).
- NPS on a lighter cadence for key accounts, portal cohorts, or quarterly relationship pulses.
- One Jira-native store so CX and ops do not reconcile three exports.
- Shared follow-up rules when any metric signals risk.
That is how nps csat and ces stop being three parallel projects.
Why “one place” has to mean Jira for JSM teams
If CSAT sits in the portal, NPS in a CX suite, and CES in a form tool, leadership gets conflicting stories and agents get none of them. Putting NPS in Jira Service Management next to CSAT and CES keeps ticket context on every response.
Myra’s job is the measurement layer: multi-metric surveys, multi-channel collection, automation triggers, and closed-loop follow-up — without leaving Atlassian.
Rollout that does not overwhelm requesters
Do not ask all three questions on every ticket. Sample intelligently:
- Default to CSAT.
- Add CES where effort complaints already show up in comments.
- Run NPS separately so it does not contaminate transactional scores.
The platform should support all three; the program design should not spam all three.
Start unified
Install Myra from the Marketplace, enable CSAT first, then add NPS or CES when you know which queues need them. Free to try — plans from $10 USD/month.