Atlassian now ships a Surveys feature in Jira Service Management — documented under Create and manage surveys. It lets admins build forms from templates or from scratch, publish them, and share a link so people can respond through portal channel settings.
That is useful. It is also a different job from operational CSAT on resolved requests.
Myra is the product for the second job: CSAT, NPS, and CES attached to JSM service work.
Two “survey” products inside the Atlassian story
| JSM Surveys (Atlassian) | Myra | |
|---|---|---|
| Job | Listen to people across the org at key moments | Measure and act on service interactions |
| How people respond | Published survey + shared link (portal access) | Portal embeds, email surveys, website widgets |
| Ticket linkage | Not a ticket-resolution feedback loop by design | Scores live with the Jira issue / workflow |
| Typical questions | Flexible fields, sections, templates | CSAT / NPS / CES (+ custom) |
| Triggers | Publish & share when you need input | Jira Automation on resolution, status, SLA, etc. |
| Closed loop | Review/export survey data | Follow-up issues from low scores |
| Trust badges | No | Live embeddable score badges |
| Data model | Atlassian survey responses | Forge app — feedback stored natively in Jira |
What Atlassian Surveys are good for
Per Atlassian’s docs, JSM Surveys are a simple way to collect organizational feedback without buying another form tool:
- Create from template or blank
- Multi-field forms (text, email, checkboxes, dates, sections)
- Draft → publish → copy link
- Access controlled via portal channel settings
- Review and export responses
Use them for pulse checks, change-readiness questions, HR/IT program feedback, or any form where “share a survey link” is the right UX.
What they are not
JSM Surveys are not a drop-in replacement for:
- Post-resolution jira csat on every request
- Automatic survey fire from workflow transitions
- Portal prompts that appear in the request experience itself
- NPS/CES programs tied to queues and assignees
- Negative-score → follow-up issue automation
- Public trust signals fed by live service scores
Those are service-desk feedback operations problems. Atlassian’s Surveys feature is an org listening tool.
How this differs from classic JSM CSAT
Teams often conflate three things:
- Classic customer satisfaction (CSAT) setting — simple rating on resolved work items
- JSM Surveys — newer form builder + share link (docs)
- Marketplace / Forge feedback apps — deeper collection, metrics, and workflows
Myra competes in (3), complements (2), and extends beyond (1). You can keep Atlassian Surveys for org forms and still use Myra for ticket-level CSAT/NPS/CES.
When to pick which
Stay on JSM Surveys when you need occasional, link-based questionnaires for people in your organization and do not need scores glued to service tickets.
Choose Myra when leadership asks for CSAT trends by queue, NPS in JSM, CES on high-effort request types, portal/email/widget coverage, or automatic recovery when someone rates poorly.
Bottom line
Atlassian Surveys answer: “Can we send a form without another tool?”
Myra answers: “Can we run CSAT, NPS, and CES as part of how JSM delivers service?”
Those can coexist. For operational jsm survey programs tied to tickets, start with Myra on the Marketplace.