Jira Service Management ships with a built-in customer satisfaction feature. For many teams it is the right first step. It is also where a lot of jira csat journeys stall.
Myra is for teams that have outgrown native CSAT but still want feedback inside Atlassian — not in a disconnected survey product.
Side-by-side
| Capability | Built-in JSM CSAT | Myra |
|---|---|---|
| Basic post-resolution CSAT | Yes | Yes |
| Portal-embedded survey UX | Limited | Designed for portal + multi-channel |
| Email collection | Limited / brittle for many setups | First-class email surveys |
| NPS & CES | No | Yes |
| External website / widget embeds | No | Yes |
| Automation-driven collection | Basic | Jira Automation-friendly workflows |
| Closed-loop follow-up issues | Manual | Built for negative-score follow-up |
| Richer CSAT reporting | Thin for many orgs | Reporting aimed at JSM ops leaders |
| Data stays in Jira | Yes | Yes |
When built-in CSAT is enough
Stay on native CSAT if you only need a simple satisfaction question on resolved issues, your volume is modest, and nobody is asking for NPS, CES, external embeds, or deeper jira customer satisfaction survey workflows.
When teams switch to Myra
You will feel the ceiling when:
- Response rates are weak and email/portal coverage is inconsistent.
- Leadership wants a jsm customer satisfaction report with clearer operational cuts.
- You need NPS in Jira Service Management or CES beside CSAT.
- Negative feedback never becomes a tracked follow-up.
- Stakeholders want trust badges or surveys on properties outside the portal.
Those are product gaps, not configuration failures.
Keep the Atlassian advantage either way
Both options keep the philosophy of working in Jira. Myra extends that model instead of replacing JSM with an outside CX platform.
If built-in CSAT got you started, Myra is the upgrade path that stays native to your service desk.
Try the upgrade
Install Myra from the Marketplace, run it alongside your existing project, and compare response quality and reporting on a single queue before you roll out wider.