A CSAT score that lives only in a spreadsheet is a report. A CSAT score that's visible to the team handling requests every day is a feedback loop. There's a meaningful difference in how teams behave when the number is ambient versus when someone has to go find it.
This post covers the practical options for getting live CSAT data in front of the people who can act on it — agents, team leads, and JSM project admins.
What "Displaying CSAT" Actually Means
There are several different surfaces you might want to show CSAT data on, and they serve different purposes:
- Agent view — an individual agent seeing their own score and recent comments so they can self-correct
- Manager dashboard — a rolled-up view across all agents and ticket types for coaching and reporting
- Project-level metrics — the overall CSAT trend for a JSM project, visible in the sidebar or a custom panel
- Customer portal — showing customers a public-facing satisfaction rating for your support service (less common but done by some teams)
Most setups prioritise the first two. Here's how to approach each.
Option 1: Jira Issue Fields
The simplest place to store and display CSAT is directly on the Jira issue. If your feedback tool writes responses back as custom fields (e.g., CSAT Rating, CSAT Comment), they appear in the issue view and are queryable via JQL.
What this enables:
- Agents see their rating on every resolved ticket
- JQL filters like
project = IT AND "CSAT Rating" < 3 AND resolved >= -14dsurface recent low-scoring tickets - Jira board gadgets and list views can sort by score
The limit: Issue fields are per-ticket. You can't easily display an agent's rolling average in this view without a gadget or additional tooling.
Option 2: Jira Dashboards
Jira's built-in dashboard gadgets can display issue-level data in aggregate, but they're limited for CSAT specifically. The workaround most teams use:
- Create a saved JQL filter for each CSAT score bucket (e.g., 5-star tickets this month)
- Use a Filter Results gadget or Pie Chart gadget to visualise distribution
- Build one dashboard per project or per team
This works and costs nothing, but it's manual to set up and the resulting charts are fairly basic. Useful for managers who already live in Jira dashboards.
Option 3: Atlassian Analytics (Jira Premium/Enterprise)
If you're on Jira Premium or Enterprise, Atlassian Analytics gives you proper charting over Jira data including custom fields. You can build a CSAT dashboard with time-series charts, breakdown by agent, and trend lines — all from the same interface your team already uses.
The main constraint is access: Analytics is only on higher-tier plans, and building useful charts requires someone comfortable with the query interface.
Option 4: A Dedicated CSAT Tool with Built-in Reporting
This is the path that requires the least configuration work. Tools purpose-built for JSM feedback — like Myra — store responses in Jira and also surface a reporting layer inside the JSM sidebar, so there's no extra dashboard to build or maintain.
In Myra, the Insights panel shows:
- Rolling CSAT score (7-day, 30-day, 90-day)
- Response rate trend
- Score distribution (how many 5s, 4s, 3s, etc.)
- Recent comments with sentiment tagging
- Breakdown by ticket type or assignee (for project admins)
This view lives in the JSM project sidebar, which means agents see it when they open their project — it's ambient rather than something they have to navigate to.
Making Scores Visible to the Whole Team
Ambient visibility is underrated. Teams that have a TV or shared screen showing their live CSAT score tend to pay more attention to it than teams where the number is locked in a dashboard that requires a login and three clicks.
Some options for increasing visibility:
- Jira dashboard on a shared screen — if your team has a wall display, a public Jira dashboard showing the current CSAT trend is simple to set up
- Slack/Teams integration — tools like Myra can post daily or weekly CSAT summaries to a Slack channel, so the whole team sees it in their regular communication tool
- Email digest — a weekly summary sent to project admins and team leads
The format matters less than the regularity. A weekly number that lands in everyone's inbox creates accountability without requiring anyone to remember to go look.
A Note on Customer-Facing Scores
Some support teams display their CSAT score publicly — either on their portal or their website — as a trust signal. The tradeoff is obvious: it's impressive when your score is 4.6/5, but you're committing to keeping it visible even during a bad quarter.
If you want to explore this, the practical approach is to set a minimum threshold (only display if score is above 4.0 over the last 30 days) and automate the display so you're not manually updating it.
The Shortest Path to Something Useful
If you're starting from zero and want live CSAT data visible to your team within a day:
- Install Myra from the Atlassian Marketplace
- Enable CSAT for your JSM project
- Resolve a few test tickets to generate sample data
- Share the Insights URL with your team lead
You'll have a working CSAT loop — collection, storage, and display — without touching Jira dashboard configuration or writing any JQL.
Myra brings CSAT, NPS, and CES collection and reporting directly into your JSM project. No external tools, no data leaving Atlassian. Start free on the Atlassian Marketplace.