End-of-Life Notice: Surveys for Jira Service Management is no longer available on the Atlassian Marketplace and can no longer be purchased. The app will reach its official end-of-life on October 30, 2026.
Customers with an active subscription will retain full access to the app, including support and maintenance, through the end of their current paid subscription term. In some cases, this term extends beyond October 30, 2026. Access will remain available until the subscription term concludes, after which the app will no longer be operational for that account.
To ensure a smooth transition, we recommend exporting your survey data and evaluating alternative solutions ahead of your subscription end date. You can retrieve your survey responses via API, or export your CES, CSAT, and NPS reports using the Export All Scales feature.
If you have any questions regarding your subscription end date or the transition process, please contact our support team.
Once you have enabled custom fields, you can use it to filter issues that have feedback scores, whether it be CES, NPS or CSAT.
Prerequisites
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You have enabled the feedback custom field. Refer to this documentation: Enabling feedback custom fields.
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You have added the feedback custom fields to the issue view and issue edit screen.
Filtering issues using the basic method
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Log in to Jira.
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Click Filters > View all issues.
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Click on More + > Show more and select your preferred score such as CES, NPS or CSAT.
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Enter the feedback score you’d like to filter and click Update.
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Save the filter by clicking Save filter.
Filtering issues using JQL
If you need to build more complex filters, you can also filter issues Jira Query Language (JQL).
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Log in to Jira.
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Click Filters > View all issues
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Click on JQL tab at the far right of the page.
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Enter your JQL formula.
What’s next?
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Follow this tutorial to further understand how to use feedback custom fields: How to use feedback custom fields to build automation, JQL queries, filters, and dashboards.