IN PROGRESS; INCLUDE ACTIVATING A SURVEY HERE
This day has come! We are happy to announce v4.0 of Surveys for Jira – the most configurable and powerful survey app on the market – and it is stronger than ever.
This page describes configuring a survey for the versions 4.0 and above. The concepts and logic are similar to the previous versions but for your convenience we have kept documentation for the previous versions here.
Prerequisites
- Ensure that your user has Admin permissions in the Jira project where you want to create a survey
- Ensure that you have Surveys for Jira installed and configured
- Ensure that you have the necessary project(s) selected for the surveys
Creating a survey
- In the Jira project where you want to create a survey, go to the project settings.
- In the SURVEYS FOR JIRA section on the left panel, click Surveys, which will open the Project Surveys page.
- Click Add New Survey.
- Go through the survey wizard and fill out the necessary fields as shown in the sections below.
- Click Save.
In the new versions of Surveys for Jira you can edit the name for your surveys right in the surveys table, no need to got 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.
Survey tabs
The Email tab is used for specifying details on how a survey email will look like and which content it will have.
| Field | Description | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Email Subject | Enter 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. Group survey feature is available starting with v4.0.0 of the app. You can send surveys to:
| ||||||||||||||||
| 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. The placeholder values wrapped by "$$" signs will be populated by the information submitted in the ticket that triggers the survey. The following placeholder variables are available:
Important Be sure to insert the $$weblink$$ placeholder in order to generate the URL for the custom survey.
You can make your survey stand out by designing it in line with your company brand. Use Upload resources and Insert resources buttons to use your visual assets. Preview button Click this button to get a sense how your survey email might look like for a survey recipient. | ||||||||||||||||
| 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. | ||||||||||||||||
| Work With | Depending 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. 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 used to have 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.
| Field | Description |
|---|---|
| Form | |
| 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. |
| Ask user for a comment | If 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 when they submit survey answers. |
| URL for expired surveys | 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 | |
| Question dialog | |
| Preview | |
Use the Questions section to add any custom questions to your survey. When inserting your own questions, select the type of question you'd like to create and supply the appropriate options.
You can also specify which questions are required to answer.
Important
- If you select to include questions in your custom survey, be sure to add in the #SdQuestion placeholder on the Advanced Survey tab so that the questions will render in the external survey.
- Ensure that you click the Save button so that the questions render.
Advanced Survey
The placeholders section contains two additional items that are not available on the Content tab.
Be sure to add both placeholders into your survey message.
- #Form — inputs a dynamic rating diagram
- #SdQuestion — inserts the questions created in the previous section
Trigger Point
On the Trigger Point tab, you can specify a condition that should trigger the email survey. This could be a change in the ticket status or a more complex JQL query.
Status change
By default, the "Done" status is set as trigger point, so whenever such issues reach the "Done" stage, an email survey is sent to the reporter - pending the survey 20383297 which you set in the next step.
JQL query
Alternatively, you can create a custom JQL query to serve as a trigger point or select a filter among the available saved filters.
Integration with SIL
Starting with v3.2.3 for Jira 7 and v3.3.3 for Jira8, we have added the possibility for you to add automation and 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
Use this tab to specify the frequency at which the survey will be sent out based on the issues' level of importance.
By default, the app draws on the Priority field. So for instance if you set the frequency to 100% for the Blocker tickets and 10% for Normal ones – every reporter who submitted a Blocker ticket will receive a survey if it hits the trigger point and only 10% of reporters who submitted a Normal ticket will receive a survey pending ticket status.
Alternatively, you can send surveys for only part of the tickets in your project, for instance, if you select the 100% for the Product 1, as in the screenshot, you will only survey people who submitted tickets for the products 1 and users of other products will not be affected.
Success Message
Use a Success Message field to specify what the Reporter will see after they've submitted the survey. Alternatively, you can select not to notify a user.
Service Desk URL — 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.
Survey Preview
Use the Preview button to see at what your survey email and survey form will look like for a survey recipient. This is very handy as you can make quick sanity checks before sending any surveys.
| Email preview example | Survey form preview example |
|---|---|
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:
- Send survey for – select a ticket for which you want to send a test survey. We recommend that you create a separate test ticket for that in order not to mix with your actual survey data.
- Test Recipient – even though you might have a different recipient in your survey settings, it's convenient to be able to just set your email manually so as not to spam the actual survey recipients and not to change any survey settings during testing.
That's it. Click Send, and the app will send a survey with all specified settings that you configured. That is you will be able to see how the email is shaped with the actual values instead of placeholders, how survey form looks like with all questions configured and whether the branded UI looks like you wanted to.
You can answer the survey and then check how the rating and answers are displayed in the ticket, what data you receive in the reports.
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.