Although the integrations below are not required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of Jira's ticket workflows and business rules.

In this article:


Adding surveys in Jira

Simplesat surveys can be added to Jira email notifications send from triggers or automations.

Read the full guide on adding surveys in Jira.


Authenticating with Jira

For this helpdesk, there are two survey integrations available:

  • Add an issue internal note when feedback is received

  • Update an issue when feedback is received

Access the Jira integrations page here.

Click the Activate integration button and fill in your Jira API credentials:

  • Jira URL: For Atlassian hosted instances (e.g. "https://mycompany.atlassian.net") just enter the "mycompany" part. For on-premises enter the full host domain e.g. "my.jirainstallation.com".

  • Is server?: "false" for Atlassian hosted instances, "true" for on-premises.

  • Username: your username

  • API Key: Click here to learn how to set up an API key

Then, click the Authenticate button to save the changes.

Troubleshooting tips:

  • Our servers are located in Ireland. If you're having an issue connecting, you may need to add that country to your firewall's filter.

  • You may also need to whitelist Simplesat's IP addresses. You can find them here.

  • If you still can't authenticate, please send a message to the Simplesat team and we can troubleshoot together.


Add issue internal note when feedback is received

Simplesat can update the corresponding issue with an internal note after a customer submits feedback.

Here's an example of how an internal note will look in a Jira issue:

To set this up, visit the Jira integrations page by clicking here.

Scroll down to configure integrations.

Authenticate with Jira if you haven't done that already, then under ticket integrations > Add issue internal note when feedback is received click activate integration.


Update issue custom fields when feedback is received

Simplesat can update the custom fields of an issue when a customer submits new feedback.

Here's an example of how the custom fields will look in a Jira issue:

To set this up, go to ticket integrations > Update issue custom fields when feedback is received click activate integration.

Next, follow this link to set up custom fields in Jira. We recommend setting up 3 short text fields for the feedback rating, sentiment and comment.

Back in Simplesat, go to the Field mapping section fill in the Project ID.

Then scroll down to Custom Field ID 1, 2 and 3. Map these to the custom field IDs of the custom fields you just created.

Set Custom Field value 1, 2 and 3 to Use data from response and select the corresponding values.

Click Save and you're done! 😊

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