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.
Background
When the survey is sent out and an automated comment is added to the Jira ticket, this causes it to be reopened. How can I turn off the internal comment to the ticket?
Answer
An internal comment will be added to a Jira ticket to notify agents that a survey email request has been sent. This is a default feature. In some cases, this may reopen tickets, depending on existing automation. Currently, Surveys for JSM lacks a feature to disable internal comments when surveys are sent out.
As a workaround, you can review your Jira workflows and disable the reopening of Jira issues when making an internal comment.
We are currently working on a new Surveys for JSM feature that will enable or disable comments in Jira tickets.