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.
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.