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Measuring CSAT with Jira Software

Jira, Jira Service Desk, ITSM

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In previous blogs, we discussed the importance of customer satisfaction scores (CSAT) in relation to ensuring that your ITSM processes are providing value to your customers and how to measure CSAT with Jira Service Desk. But what if you don't have Jira Service Desk and really want to solicit some type of feedback within Jira Software? Although Jira isn't meant to be an ITSM solution per se (this is the purpose of their Jira Service Desk application that sits on top of Jira Software), we know many companies that have used Jira to meet some of their ITSM needs. Since Jira's purpose is project and issue tracking, it does have some mechanics that can be customized for ITSM-like processes. So, while you won't find any built-in customer satisfaction features, there are ways to solicit feedback from a reporter of an issue upon ticket resolution. Today I will show you one of these methods. 

The general ideas for our custom solution for CSAT in Jira will be:

  1. Sending an email to the reporter via a post function in the workflow when an issue is resolved
  2. Utilizing google forms for the customer satisfaction survey

 

Step 1: The Google Form

Step 1 will be to create your lovely CSAT survey as a Google form. You will obviously need a Google account to do this. Here is an example of one I made:

image2020-4-29_14-26-28

 

Keep in mind, there is a way to reference the issue key within the user survey. For example, I could make the above form list the issue key as an answer to, "This is a survey regarding the ticket below." How? It's easy! From your form:

  • Click "Get Pre-filled link" in the configuration section in the top right
  • Add =$issue.key to the answer
     
    • image2020-4-29_14-29-33
  • Use the generated link in the custom email template we use in our post function 
    • The url will be something like "....viewform?entry.600941326=%3D$issue.key"

Now, when the user clicks the link to the survey from the email we automatically send them when the issue is closed, it will automatically add the Jira issue to the form! This can be very useful for tracking purposes.

 

Step 2: Automation

Now that our survey is ready, we should have a URL in hand that links to the survey for the end user to use, so that we can solicit their feedback. How do we get the link to them in an automated way? We will send them the link in an email via post function! Add a workflow post function that sends out an email on a close transition, so that it sends the email once an issue is resolved for the end user. 

There are a many ways to accomplish this. I will list a couple below:

  1. Use Jira features only: 
    1. Create a custom event type in Jira
    2. Edit the workflow transition to fire this event
    3. Configure recipients of the notifications when this event occurs in the project's notification scheme
  2. Use Email This Issue app
    1. It has a post-function component that you can configure to send the emails, regardless of the event fired, using customizable email templates
  3. Use JMWE For Jira
    1. It provides a script post function that can send a custom email

All done! Now you'll be gathering CSAT scores automatically in Jira, and will be able to report on and analyze them within Google. The one downside to the method we've outlined here is, of course, the use of Google forms. This pulls all of your data to an external source away from Jira, and can be a pain to parse through and report on since it isn't integrated. In my next blog, I'll show you a way to collect some custom and enhanced CSAT surveys INSIDE of Jira (or even JSD) without the use of Google forms. That way you can have all of the data and reporting in one place. Or in other words, you can have your cake AND eat it too!
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TAGS: Jira, Jira Service Desk, ITSM

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