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
Surveys for JSM users have two ways to export data from CES, CSAT and NPS reports:
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Export
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Export all scales
This document will explain the differences between these two features.
Answer
The differences between using the Export and Export all scales features will be important if you have changed the scale configuration at some point in the past.
In the example below, the user had set up the survey in August 2023 but changed the scale configuration in December 2023. Now, he wants to download data from August 2023 to February 2024.
As the scale configuration had changed during that time frame:
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The Export button will only export data from the latest scale configuration, December 2023 to February 2024, because that’s the data that is shown in the survey report.
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The Export all scales button will export all data, regardless of the changes in the scale configuration. That means, from August 2023 to February 2024.
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