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Status
subtletrue
colourGreen
titlealmost done
 need screenshots & verify group feature implementation

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  1. In the Jira project where you want to create a survey, go to the project settings.
  2. In the SURVEYS FOR JIRA section on the left panel, click Surveys, which will open the Project Surveys page.
  3. Click Add New Survey.
  4. Go through the survey wizard and fill out the necessary fields as shown in the sections below.
  5. Click Save.

Image Added
 

Note
  • After you finish configuring survey settings, make sure you activate this survey in the list of surveys for this project.
  • There can be only one active survey per Jira project. Thus, when you activate a survey, another survey that is active at the moment gets deactivated.

The Email tab is used for specifying details on how a survey email will look like and which content it will have.

FieldDescription
Survey Title

Deprecated in v4.0.0.

In the new versions of Surveys for Jira you can edit the name for your surveys right in the surveys table, no need to go to the settings of each individual survey. Just click the name of the survey in the table and enter a new one. This will help you differentiate between your surveys. For instance, "Christmas branded survey", "Default survey", "Test survey on September 15" will instantly help you find the necessary one.

Email SubjectEnter an email subject that you want your end users to see in the survey email.
Survey Recipient

In most cases survey recipient would be the reporter of the ticket.

In addition to that, our users also found it to be convenient to be able to select a different user or even send surveys to several recipients.

Info

Group survey feature is available starting with v4.0.0 of the app.

You can send surveys to:

  • Single User – that can be a ticket Assignee, Reporter, or a custom single user that exists in your Jira.
     
  • User Group - enables you to send a survey to theselected Jira user groups. Be aware that group survey is sent once per ticket. This option is useful if you want to survey a set group of Jira users, survey your project team in the end of the sprint (sprint retro), survey your QA team separately, or HR department in your company for instance.



  • Dynamic group of users – this option is extremely popular with companies that want to survey multiple people but sets of those people are dynamic and can be different for every ticket, so a multi user picker custom field is used for that.
    For example, upon resolving a bug you can survey all ticket participants, not just a ticket reporter, and survey participants might differ for any particular ticket. Like the previous option, note that the group survey will only be sent once per ticket.
    Status
    colourRed
    titleSCREEN


  • Custom - with this option you can create any custom surveys for any specified Jira users, you are not limited by a user group. Select multiple Jira users by entering their names or emails. Like the previous option, note that the group survey will only be sent once per ticket.
    For this option you can select both internal Jira users and customers of your Service Desk support portal, that is your clients that created accounts in your support portal.


Use project email for 'Reply To'By default, the surveys are sent from Jira service account, and people cannot reply to the survey emails. You can opt to select the email from the project settings as a reply-to email for the surveys.
Email Body

Here you can design a body of your survey that the end user will receive. You can use the placeholder variables in order to personalize your email template. To add a placeholder variable just click it in a list of placeholders.

The placeholder values wrapped by "$$" signs will be populated by the information submitted in the ticket that triggers the survey. The following placeholder variables are available:

PlaceholderExample
$$assignee$$

This is how placeholders might be used in the survey settings:


This is how the placeholders will look in the actual email sent to the user. They are replaced with actual values from Jira (highlighted). Note how the $$weblink$$ placeholder shows as a link to the survey.

$$created$$
$$creator$$
$$description$$
$$issuekey$$
$$issuetype$$
$$lastcomment$$
$$project$$
$$reporter$$
$$status$$
$$summary$$
$$updated$$
$$weblink$$


Note
titleImportant

This is critically important to insert the $$weblink$$ placeholder because it generates the URL to your survey.
The Edit button enables you to customize the name of the weblink shown in the survey email. 
For instance, you can make a link with a simple text message "Click here to access survey" or insert a linked image.

Preview button

Click this button to get a sense how your survey email might look like for a survey recipient.
This will not trigger any surveys but will just show a preview of a survey email as it's configured in the settings.

Survey Email Include

You can customize your survey emails to include either a survey rating scale or to display a link to your survey form that you can also further customize.

You can change the text for the link or show it as an image instead. For example, you can display the link to the survey as a button in your survey email. Use Upload resources to add a custom image, then edit the weblink and use the Insert resources button to use your visual assets.

Work WithDepending on how you want to shape your surveys you can choose to work with star rating or specify a yes/no question as the main survey question for the users.
Rating Elements

Some companies find it useful to work with a number scale as an alternative to a star scale. This is just a matter of preference but we made sure that you can use both a star system (like Amazon or Google) or a number system (like Booking).

For the number scale we have also implemented an option to include a zero rating as some companies find it useful in their surveying processes.

Rates Count

You can choose to have a default 5 rating scale or decide to simplify it to less rating elements (3 - Good, 2 - Medium, 1 - Bad for instance) or have more granularity and change the rates count up till 10 for more sophisticated surveys.

Warning

We highly recommend that you reset your survey statistics before changing your rating scale. Otherwise you risk to receive confusing data in your survey reports.

For example, you had a 5 star survey and moved to the 10 star one. All positive feedback with 5 stars that meant happy and satisfied users would no longer look as such on a 10 star scale.



  • Form

Your users are notified about the surveys via email and then can open a survey form by clicking a rating scale or a link embedded in the email. Use the Form tab to configure your surveys once the users open a survey form from the email. This is the essence of the survey where you put all your survey questions.

FieldDescription
'Form' section
Here you specify the introductory text for your survey form and define general survey form settings.
Form body

Enter an introductory text for your survey. Use a WYSIWYG editor to build your own template.

You can use CSS to give a branded look to your surveys - pumpkin rates for the Halloween time surveys, smileys for April 1, company logo or corporate background are just among the few ideas of what's possible. Click the </> button to upload your coded template.

If you want to upload and reference images, use the Upload Resources and Insert Resources buttons. 

Note

In the previous versions of the survey you had to add the following two placeholders to your survey form body field:

  • #Form — inputs a dynamic rating scale
  • #SdQuestion — inserts the questions created in the previous section

Now we improved the usability of the app and are processing this on the backend. If you migrate from the previous app versions to v4.0.0 or above, the logic stays and both the rating scale and questions are included in the survey form. The only thing you might want to do is delete these placeholders so that they don't create confusion.


Ask user for a commentIf you would like your users to submit a comment along with their star rating, select "Yes" for this option. You can set up your surveys to ask for the comment only if a negative rating is given.
Thank you message

Appreciate feedback your users provide with this message. It's shown to the user after they submit survey answers. Alternatively, you can select not to notify a user.

URL for expired surveys

If for some reason, a user opens the survey which has already expired, they can be redirected to your Service Desk portal or any other URL that you specify in this field.

For you to have accurate data there is no possibility to answer the survey again if it was answered already. If a person submits their feedback, goes to the email and tries to enter a survey again, they will be presented with a message and a link where they can submit more feedback or raise another ticket. Usually companies like to enter a URL for their Service Desk portal so that there is still connection with the users.

'Questions' section
Here you can add various types of questions to your survey, define their order, and define other question related settings. 
Question dialog

Click Add Question to start adding custom questions to your survey. Once you do, the question dialog opens where you can specify the question text, whether a question is required to answer, add answer options for the single and multiple choice questions.

Questions table

As you add questions to your survey they are displayed in the Questions table.

In the table you can perform the following actions with the survey questions:

  • Modify the question text. This is an easy inline edit but we recommend that you double check the answer options in the question dialog to make sure they connect well with a new question text.
  • View the type of the question
  • Change whether a question is required or not
  • Change the order of the questions in your survey
  • Deactivate questions. This is a feature that our users love because it allows them to temporarily not survey their audience on certain questions but still have those questions stored in case they are needed again.
  • Edit and delete questions
Preview

Once you specify the form settings and add the necessary questions to your survey, it's time to save your changes. Once you do that, click the Preview button. It opens a dialog where you can see how your survey will look like for your users. This will not trigger any surveys and is a convenient way to do a quick health check without emailing anyone.

If you actually want to send a test survey, we recommend that you use the Test survey button described here.


  • Conditions

On the Conditions tab you define how your surveys should be sent, whether they should be filtered, and what actions should be done based on survey activity.

FieldDescription
'Trigger Point' section
Use this section to define whether to send survey for all tickets meeting trigger point conditions or only certain ones.
Status change

Select the status that will trigger a survey. You can set different issue types separately. For instance, you can opt to only send surveys for the "Bug" issue type.

JQL match

You can create a custom JQL query to serve as a trigger point for the survey. Then you can just select your saved filter for this option. For example, you can survey on the tickets that belong to a certain product component or filter out requests of a certain type only.

Send survey once per issue

Sometimes it happens that a ticket is resolved, a recipient replies to the survey and then for some reason the ticket is reopened, someone works on it and resolves a ticket again. This might trigger a survey to be sent to a recipient again, and sometimes this is exactly what the companies want (survey on how the service was provided this time) but sometimes companies wish not to overwhelm and exhaust their recipients with too many surveys. You can opt to only send a survey once per issue.

If a recipient answers a survey for the same ticket again, then the latest rating is shown in the ticket but you can see the history of the previous replies in the Survey Feedback tab and in the app reports.

Note

Note that group surveys - the ones that have multiple recipients – are only sent once per ticket. The results of a group survey are displayed as: the average rating is shown in the ticket, and Survey Feedback tab and reports show answers from all recipients.


Check every issue changeUsually the survey triggers are checked when the ticket status changes but if you want you can run this check on every issue change. We recommend that you leave this checkbox clear unless you have a strong need for it.

Trigger a SIL script when survey is sent


Trigger a SIL script when survey feedback received

If you also use our other app Power Scripts, you can add automation to your surveys as well.

Starting with v3.2.3 for Jira 7 and v3.3.3 for Jira 8, we have added the possibility for you to trigger other actions once the survey is sent or survey feedback is received.

For instance, you can have an automatic comment posted in the ticket indicating that the survey was sent (as on the picture below) or change assignee, create another ticket, and so on. Now the endless possibilities of SIL are brought into Surveys for Jira.

'Frequency' section
You can further filter the surveys sent based on the values in the certain fields. For example, you can ask for feedback for every major bug but for the minor ones - send surveys for only 10% of those.
Send surveys for all ticketsIf you select this option, then surveys will be sent for all tickets in this project that meet the trigger conditions.
Filter surveys by

You can filter your surveys even further.

By default, the app draws on the Priority field but you can select another single select custom field.

For example, you can:

  • Survey people for all critical and major bugs (100%), send the survey to only 50% of the medium bugs randomly, and not survey people on minor and trivial bugs at all (0%).
  • Survey people that report bugs on Windows (100% for the Operating System custom field) and not survey the ones that are on Mac OS X or other operating systems (0% for other values for this custom field) so that people using other operating systems are not affected by this.
     


  • Testing your surveys

You can send an actual survey to test the complete flow before you turn the survey functionality on for all your users. Once you click this button, a dialog form appears where you specify the following information:

...

Not that this button is only clickable when all conditions for sending an actual survey are met, that is all required fields are filled in and the Email body field contains the $$weblink$$ placeholder variable. This is to ensure that the app will be able to actually send a test survey.


  • Helpful links

SP - analyzing survey results