Customer Satisfaction Reporting

This article is to explain how to build reports and export customer service data from Jira Service Management. Jira does not natively have this functionality, so we have done some work in the back end to enable this.

Step-by-step guide

The first step is to build a filter. In Jira Service Management, at the top of the screen, select “Filters”, and then “View All Filters”
Select “Create filter”
Make sure the search box is in “JQL” mode. If the button to the right says “Switch to basic”, then you are ready to go. If it says “Switch to JQL”, then click that button.
There are two standard options that we’ve written JQL queries for. The items in blue text below can be customized for your use case:
1. Most recent 30 days, to be used with email subscriptions, for one, or a collection of projects: (PROJECT = IST) AND "CSAT Score[Short text]" is not EMPTY AND assignee in membersOf("CRS Team") AND updated > -30d
2. All results for a group of users: "CSAT Score[Short text]" is not EMPTY AND assignee in membersOf("SD Team")
When you have written your query and confirm that it works, you can adjust the columns that are showing to include the score and the comment. In the top right of the screen, click “Columns” and then search for CSAT - make sure you select CSAT Comment and CSAT Score. Add any other columns you want, and remove any you don’t.
In the top left of the search screen, click “Save as”. Provide the saved filter with a name.
If you wish to receive emails with these results, you can set up an email subscription. If you do so, you may wish to use a variation of “option a.” above, and adjust the “-30d” portion to match the number of days. For example, if you want an email with the latest results from the past 7 days, you should have your saved filter include “updated > -7d” and have your subscription provide an update every 7 days. This will ensure you don’t receive the same results multiple times.

Step-by-step guide

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