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Prerequisites

Creating a custom survey

  1. Log into your Jira instance as Admin.
  2. Go to cog wheel and select Projects.
  3. Click the project that you have enabled the surveys for.
  4. On the left panel, click SD Survey, which brings up the All Surveys page:


     
  5. Click Add New Survey.
  6. Go through the wizard step by step filling out the necessary fields as shown in the sections below.
  7. Click Finish.

Survey tabs

Content

Content tab — used for specifying details on how a survey email will look like and which content it should have.

FieldDescription
Survey TitleThink up a name for your survey. This is an internal name to help you differentiate between your surveys.
Survey Settings

When you add a new survey, a basic survey with the most standard settings is created. Select "Advanced" here to enable advanced settings for a more tailored survey configuration.

When you do so, new tabs appear with additional options – Questions and Advanced Survey.

Survey Email IncludeYou can customize your survey emails to include either a survey rating scale or to display a link to your survey form.
Survey Email SubjectEnter an email subject that you want your end users to see in the survey email.
Survey Email Reply ToBy 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.
Survey Email Body

Here you can design a body of your survey that the end user will receive. As you design the header and footer, you can use the placeholder JIRA fields in order to automate your email template. The placeholder values wrapped by "$$" signs will be populated by the information submitted in the ticket that triggers the 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.

Be sure to insert the "$$weblink$$" placeholder in order to generate the URL of the custom template. The Edit button enables you to customize the name of the weblink shown in the email survey. 
For instance, you can make a link with a simple text message "Click here to access survey" or insert a linked image.

Email FooterUse the Footer field to provide a nice finish to your survey email.
Work WithDepending on how you want to shape your surveys you can choose to work with star rating or specify a yes/no question for the users.
Rating ElementsSome clients found it useful to work with a number scale as an alternative to a star scale. We listened and implemented. (smile)
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.

Other optionsIf you would like your users to submit a comment along with their star rating, select "Yes" for the Ask user for comment? option. You can modify whether this comment should be visible in the original ticket or only saved in a survey report and accessible to the Administrator only.

Questions

If a basic survey is limited to one survey question and one comment, custom survey enables you to add several custom questions to your survey and work with single/multiple choice questions and/or text fields.

Use the Questions tab to add your specific questions to the 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

Use a WYSIWYG editor on the Advanced Survey tab to build your own template.

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

Additionally, you can select the </> html button if you want to upload your own coded template. If you want to upload and reference images, use the Upload Resources and Insert Resources buttons.

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 frequency 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 tab to see at what your survey email and survey form will look like. This tab is very handy to make quick sanity checks before you click the Finish button.

The placeholder values wrapped by "$$" signs will be replaced with the content from the Jira ticket that triggers the survey.

 

Make sure you click Submit button when filling out the Survey feedback form so that your results get saved.

What's next?

SP - Activating a Survey

SP - Creating basic survey

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