Surveys for Jira Service Management by ServiceRocket has been a known Marketplace option for CSAT, CES, and NPS in JSM. It is also on a hard deadline: end of life on October 30, 2026, after which the app is removed from the Marketplace and stops working.
If you are on ServiceRocket Surveys today, the question is not only “how do the products compare?” — it is “where do we move before sunset?”
Snapshot
| ServiceRocket Surveys for JSM | Myra | |
|---|---|---|
| Status | Discontinued Oct 30, 2026 | Actively developed Forge app |
| Focus | Customizable JSM satisfaction surveys | CSAT, NPS, CES + multi-channel collection |
| Data export before EOL | Required (API / export scales) | N/A — ongoing product |
| Portal / email / widgets | Survey + review workflows in JSM | Portal, email, external widgets |
| Closed-loop follow-up | Review / automation features in-app | Follow-up issues from low scores |
| Trust signal badges | Not the core pitch | Live embeddable score badges |
| Platform | Atlassian Marketplace app | Atlassian Forge — data stays in tenant |
Why teams used ServiceRocket
Per ServiceRocket’s docs, the product was built to measure ITSM workflows with customizable satisfaction surveys — CSAT, CES, NPS reporting, permissions, email settings, and automation-style triggers. For years it filled gaps that built-in JSM CSAT did not cover.
That history still matters: if you already have questions, languages, and reporting habits in ServiceRocket, treat migration as a structured cutover, not a casual uninstall.
Why Myra is a strong replacement
Myra is aimed at the same JSM job — collect satisfaction next to the work — with a Forge-native model:
- CSAT, NPS, and CES in one hub (the metrics ServiceRocket customers already care about)
- Portal-embedded surveys plus email and website widgets
- Jira Automation triggers for resolution and other events
- Follow-up issues when scores are poor
- Live trust signals when you want scores visible outside the desk
- No sunset clock on a discontinued Marketplace listing
Migration checklist before Oct 30, 2026
- Export existing responses (ServiceRocket documents API retrieval and “Export All Scales” for CES/CSAT/NPS reports).
- Map metrics — which projects use CSAT vs NPS vs CES today.
- Rebuild triggers in Jira Automation + Myra on one pilot project.
- Compare response rates portal vs email for two weeks.
- Cut over remaining projects and retire ServiceRocket before the EOL date.
Do not wait until October — Marketplace removals and permission changes tend to cluster at the end.
When to look elsewhere
If you need a multi-helpdesk CX suite (Zendesk + Jira + others in one vendor), evaluate broader platforms. If your only need is a lightweight org-wide form with no ticket linkage, Atlassian’s own survey tooling may suffice.
If your world is JSM tickets and Atlassian-native feedback, Myra is built for that lane.
Next step
Install Myra from the Atlassian Marketplace, stand up CSAT on a single ServiceRocket project, and validate collection + follow-up before you schedule the fleet migration.