Surveys for Jira Service Management
Surveys for Jira Service Management
Breadcrumbs

Creating alert notifications based on feedback scores

End-of-Life Notice: Surveys for Jira Service Management will be discontinued on October 30, 2026. After this date, the app will be removed from the Atlassian Marketplace and will cease to function. To ensure a smooth transition, please export your survey data and explore alternative solutions before the sunset date.

You can retrieve your survey responses via API or export from CES, CSAT and NPS reports via the Export All Scales feature.

You can use feedback custom fields to create alerts when you receive a certain feedback scores. Here’s how to do this:

Prerequisites

In this guide you will learn how to create

  • Scheduled alert notifications

  • Time-sensitive alert notifications

Creating a scheduled alert notification

If you need to set up scheduled notifications follow these steps:

  1. Create a filter for the feedback scores you want to monitor.

  2. Navigate to the filter that you just created and click on (…) > More Actions > Manage Subscriptions. You can then:

    1. Select the users or group to receive the alert.

    2. Set the schedule for the alert. (For example, daily or weekly.)

    3. Select if you want to send an email notification.

  3. Click Subscribe.

Creating a time-sensitive alert notification

You can also create an alert notification that will send you an email the moment a user submits feedback scores you're monitoring.

  1. Create a filter using JQL. (Refer to the article, Save your search as a custom filter, to learn how to do so.)

  2. Navigate to the filter that you just created and click on (…) > More Actions > Manage Subscriptions. You can then:

    1. Select the users or group to receive the alert.

    2. Set the schedule for the alert. (For example, daily or weekly.)

    3. Select if you want to send an email notification.

  3. Click Subscribe.

What’s next

Explore this tutorial to further understand how to use feedback customized fields: How to use feedback custom fields to build automation, JQL queries, filters, and dashboards