If you've ever wondered what your customers actually think after a support ticket is resolved, CSAT (Customer Satisfaction Score) is the fastest way to find out. This guide walks you through setting up your first CSAT survey inside Jira Service Management using Myra.
What You'll Need
- A Jira Service Management Cloud project (any tier)
- Myra installed from the Atlassian Marketplace (it's free)
- Project admin rights
Step 1: Install Myra
Head to the Atlassian Marketplace and search for Myra. Click Try it free — no credit card required, no external accounts. The app is built on Atlassian Forge, so all data stays inside your Atlassian Cloud tenant.
Step 2: Enable CSAT for Your Project
Once installed, open Myra from your JSM project sidebar. Under Survey Settings, toggle on CSAT for the project you want to measure. You can configure:
- Survey trigger — automatically send after ticket resolution, or on a custom Jira Automation rule
- Question text — default is "How satisfied were you with the support you received?"
- Rating scale — 5-star (default), thumbs, or emoji
Step 3: Preview the Customer Experience
Use the Preview button to see exactly what your customers will see in the JSM portal. The survey is embedded directly in the portal confirmation page — no email required, no friction.
Step 4: Collect Your First Responses
Resolve a test ticket (or ask a colleague to submit and resolve one). The CSAT prompt will appear in the portal within seconds. Responses are stored as Jira issue fields — you can query them in JQL, use them in dashboards, and trigger automations based on scores.
What's Next
Once you have a week of data, explore the Insights tab in Myra to see your rolling CSAT score, response rate, and comment themes. From there you can add NPS or CES surveys to get a fuller picture of the customer experience.
Tip: CSAT measures satisfaction with a specific interaction. Pair it with NPS (relationship loyalty) and CES (effort) for a complete feedback loop.