Simplesat surveys reach your Jira customers in an email from a Jira automation rule, with the survey code pasted in. You don't need to connect Jira for that. Connecting it puts each response on the issue it's about, as an internal comment, labels, custom field values or a panel in the Simplesat app for Jira. It also brings issue and agent details into Simplesat, and can open follow-up issues.

What the Jira integrations do

Simplesat's Jira page lists its integrations under Survey integrations and Ticket integrations. You switch each one on separately with Activate integration.

Integration	Listed under	What it does	Where it shows
Create follow-up issue after receiving feedback	Survey integrations	Creates a new Jira issue from the response	A new issue in Jira
Pull ticket details	Ticket integrations	Adds the issue's reporter, assignee and details to the response	The response, in Simplesat
Add issue internal note when feedback is received	Ticket integrations	Adds the response to the issue as an internal comment	The issue's comments
Update issue labels with rating and sentiment	Ticket integrations	Labels the issue with the rating and sentiment	The issue's labels
Update issue custom fields when feedback is received	Ticket integrations	Writes response values to custom fields you choose	The issue's fields
Sync feedback to Simplesat's app for Jira	Ticket integrations	Saves the response on the issue for the Simplesat app to show	The Simplesat panel on the issue

None of them sends the survey or imports contacts.

The ticket integrations run only on surveys connected to Jira, and only for responses that came in with a Jira issue key. A survey is connected to Jira when:

its delivery method is External email embed with the Jira Service Desk option, or
it's an Event-based or Web-embed survey with Connected service set to Jira.

If you're choosing between these, Choosing a survey delivery method sets them side by side.

Note: If we've changed one of your Jira integrations for you, it can work differently from what's described here. Contact us to check what yours does.

Before you start

The Jira integrations are available on every Simplesat plan. To connect Jira and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

Simplesat connects to Jira Cloud with an Atlassian account's email address and an API token, and the integrations act as that account. The account needs permission to view, edit and comment on the issues your surveys rate, and to create issues in the project you send follow-ups to. Integration security, permissions and data flow goes through what a connected tool can read and write.

Atlassian API tokens expire. You pick the expiry when you create one, from 1 to 365 days, and one year is the default. If the token expires or the account loses access, the integrations stop, but the Jira page still shows Authenticated with Jira.

Tip: Create the token on an account that doesn't belong to one person, so the integrations keep working when someone leaves.

Connect Jira

In Atlassian, go to id.atlassian.com → Security → API tokens and click Create API token. Give it a name and an expiry date, then copy the token. Atlassian won't show it again.
In Simplesat, open Jira on the Integrations page.
Click Authenticate and fill in the fields:

Field	What to enter	Example
Subdomain	The part of your Jira address before `.atlassian.net`	acme for acme.atlassian.net
Username	The email address of the Atlassian account	[email protected]
API Key	The API token you created

Click Authenticate.
When the page shows Authenticated with Jira, click Activate integration on each integration you want, then fill in its settings and Field mapping.
Test each integration on a real issue, following the steps in Testing an integration end to end.

Send surveys from Jira

Create or open the survey in Simplesat and choose External email embed.
Under Choose where to add your survey, choose Jira Service Desk.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.
In Jira, create an automation rule for the project, for example with the trigger Work item transitioned to Resolved or Closed and the action Send email to the reporter. Jira Cloud now calls issues work items. Simplesat and the smart values still call them issues.
Paste the HTML into the email's content and save the rule.

The survey email from Jira automation as the reporter receives it, with How did we do? and the five CSAT icons from Terrible to Amazing

The rule's trigger and conditions decide which issues get the survey, and how often.

The survey code carries Jira smart values, which are Jira's version of the placeholders described in Placeholders and merge fields. Jira fills them in when the rule runs, so each response arrives with its issue, customer and agent:

What the link carries	Jira smart value
Ticket ID	`{{issue.key}}`
Ticket subject	`{{issue.summary}}`
Customer email	`{{issue.reporter.emailAddress}}`
Customer ID	`{{issue.reporter.accountId}}`
Customer name	`{{issue.reporter.displayName}}`
Company	`{{issue.Organizations.first.name}}`
Team member email	`{{issue.assignee.emailAddress}}`
Team member ID	`{{issue.assignee.accountId}}`
Team member name	`{{issue.assignee.displayName}}`
Project ID, saved as a ticket field on the response	`{{project.id}}`

Heads up: Only automation fills in smart values. A survey link pasted into an issue comment by hand keeps {{issue.key}} as typed, and opens a page that says "There's no rating to provide at this URL."

Feedback in Jira

Each integration below runs at least five minutes after a response arrives, and again when the response changes. To learn how that timing works, and how field mapping works in every tool, see Writing feedback back, and mapping the fields.

Add issue internal note when feedback is received

Adds a comment to the issue with every question and answer, in plain text, with ratings shown as emoji. In Jira Service Management the comment is internal: your agents see it, and the customer doesn't see it on the portal.

The comment on a Jira issue, posted by the connected account and marked Internal note, opening with Jos Barteling left positive feedback for Jira Survey and showing How did we do? with 4 - Great, I'm satisfied and the follow-up answer

If the response changes after the comment is added, for example when the customer answers another question later, the integration adds a second comment.

Update issue labels with rating and sentiment

Adds a label for the rating and one for the sentiment to the issue: for example, simplesat_csat_5 and simplesat_sentiment_positive. You can use them in Jira filters, queues and dashboards.

A Jira issue's Labels field with simplesat_csat_5 and simplesat_sentiment_positive

When the rating changes, the integration removes the earlier Simplesat labels and adds the new ones. Other labels on the issue stay, and it doesn't change the issue's summary or description.

These are all the labels it can add:

NPS: simplesat_nps_0 to simplesat_nps_10
CSAT: simplesat_csat_1 to simplesat_csat_5
CES: simplesat_ces_1 to simplesat_ces_7
5-Star: simplesat_5-star_1 to simplesat_5-star_5
Sentiment: simplesat_sentiment_positive, simplesat_sentiment_neutral and simplesat_sentiment_negative

Update issue custom fields when feedback is received

Writes values from the response to up to four Jira custom fields. To set it up:

In Jira, create a Short text custom field for each value you want, for example the rating, the sentiment and the comment. The integration writes every value as text. Add each field to your project's screens.
Find each field's ID in Jira and take the number at the end: for customfield_10050, enter 10050. With customfield_ in front, the integration writes to a field that doesn't exist.
On Simplesat's Jira page, click Activate integration on Update issue custom fields when feedback is received.
In its Field mapping, leave the first pair of custom field rows, Custom Field 1 ID and Custom Field 1 Value (Int), on Ignore. Anything mapped there stops the update, so no custom field gets written. In Custom Field 2 ID, choose Type a value under Action and enter a field's number under Field value. In Custom Field 2 Value, choose Use data from response and the value, such as the choice, the sentiment or the follow-up answer. Repeat with pairs 3 to 5 for your other fields.
Under When should this integration run?, keep Every response from Jira surveys, or choose Let me choose and switch on the surveys you want written to Jira.
Click Save.

A Jira issue's Details with the custom fields Simplesat sentiment, Simplesat rating and Simplesat comment filled in

The Simplesat app for Jira

The Simplesat app adds a Simplesat panel to Jira issues. It shows the response on that issue: every question and answer, with the sentiment and follow-up answers.

The Simplesat panel on a Jira Service Management issue, with How did we do? Absolutely amazing!, the follow-up answer and the Additional answers

The panel shows only what Sync feedback to Simplesat's app for Jira saves on the issue, so you need both the app and that integration:

Install Simplesat from the Atlassian Marketplace. It's free and works with Jira Cloud.
On Simplesat's Jira page, click Activate integration on Sync feedback to Simplesat's app for Jira.

Issues rated before the integration was on show nothing in the panel.

Issue, customer and agent details in Simplesat

A response arrives with the issue, customer and agent details that Jira filled into the survey link. Pull ticket details then reads the issue straight away, without the five-minute wait the other integrations have, and replaces those details with what's on the issue:

the issue key as the ticket ID, and the issue's priority and issue type
the issue's description as the ticket subject, in place of the summary the survey link carried
the reporter as the customer, with their email, display name and Atlassian account ID
the assignee as team member, with the role Assignee, their email, display name and account ID

For how Simplesat links a response to its ticket, customer and agent, read Attribution: linking feedback to tickets, customers and agents.

Follow-up issues in Jira

Create follow-up issue after receiving feedback creates a new Jira issue when a response arrives, for the surveys and sentiments you switch on in its settings. It doesn't create another when the response changes.

The follow-up integration's When should this integration run? with Let me choose selected and a survey's six toggles for each sentiment with and without comment

Set the project and the issue type in its Field mapping first. Until the project is set, it can't create an issue.

The follow-up integration's Field mapping with Project ID and Issue Type ID set through Lookup

The new issue's summary is New sentiment feedback from customer name on survey survey name, or New sentiment feedback on survey survey name when there's no name. For example: New negative feedback from Ana Lopez on survey Support CSAT. By default, that's all it has. To put the answers in it, map the description to values from the response in the Field mapping. The follow-up isn't linked to the original issue.

A Jira work item list with the follow-up New positive feedback on survey Jira Survey, unassigned

Creating a follow-up ticket from feedback has more on follow-ups in general.

Replace your Jira API token or change the Jira account

Do this before your token expires, or to move the integrations to another Atlassian account.

Create the new API token in Atlassian.
On Simplesat's Jira page, click Revoke access.
Click Authenticate and enter the subdomain, the username and the new token.
Any integration that was on before switches back on by itself. Check that each one you use shows Deactivate integration. If one is still off, click Activate integration.

Your settings and Field mapping are kept, and the survey code in your Jira automation rules keeps working. Responses that arrive between Revoke access and Authenticate aren't written to Jira, so do the steps in one go.

To connect a different Jira site, follow the same steps with its subdomain, then check each Field mapping: custom field IDs and the follow-up project belong to the old site.

Troubleshooting

My Jira issues aren't updated after a customer responds

Check each of these:

The survey is connected to Jira: it uses External email embed → Jira Service Desk and a Jira automation rule sends it, or its Connected service is set to Jira. That's what brings in the issue key the ticket integrations need.
At least five minutes have passed since the response arrived.
Each integration you need shows as active. After Revoke access and Authenticate, any that was on switches back on by itself. If one is still off, click Activate integration on it.
The API token hasn't expired, and the account still has access.

If none of this explains it, send us the response's link.

The survey link I pasted into a Jira comment opens "There's no rating to provide at this URL"

The survey code carries Jira smart values such as {{issue.key}}, and Jira fills them in only when an automation rule sends the message. Pasted by hand, the link keeps them as typed. Send the survey from a Jira automation rule instead.

I get "400: Bad Request - undefined" when I connect Jira

Check the fields:

Subdomain: only the part before .atlassian.net, such as acme.
Username: the email address of the Atlassian account the token belongs to.
API Key: the API token, not the account's password, and not expired.

For other messages, see Integration error messages and what they mean.

My Jira custom fields stay empty

Check that:

nothing is mapped to Custom Field 1 ID or Custom Field 1 Value (Int). Anything there stops the update, so move it to a free pair and set both rows back to Ignore.
each ID row holds the number only, with no customfield_ in front
each value row has a value from the response
the fields are text fields, and are on the issue's screen so you can see them
the survey is switched on under When should this integration run? and connected to Jira, and its responses came in with the issue key

The Simplesat panel on my Jira issues is empty

The app shows only what Sync feedback to Simplesat's app for Jira saves on the issue. Check that the integration shows as active, that the survey is connected to Jira, and that its responses came in with the issue key. Issues rated before the integration was on stay empty.

A low rating didn't create a follow-up issue

Check that the survey and the response's sentiment are switched on in the integration's settings, and that its Field mapping has a project and an issue type. The integration runs when a response arrives, not when it changes, so a response that's changed to a low rating later won't create one.

My Jira integrations stopped working, but the page still says Authenticated with Jira

Simplesat doesn't check the connection after you connect. If the API token expired or was revoked, or the account lost access, the integrations fail and the page still reads Authenticated with Jira. Replace the token: click Revoke access, then Authenticate with a new token. Any integration that was on before switches back on by itself. Check that each one you use shows Deactivate integration, and click Activate integration on any that's still off.

FAQ

Our Jira API token is expiring. Will replacing it break the integrations?

No. Click Revoke access, then Authenticate with the new token. Any integration that was on before switches back on by itself. Check that each one you use shows Deactivate integration, and click Activate integration on any that's still off. Settings and Field mapping are kept. Do it in one go: responses that arrive while the integrations are off aren't written to Jira.

Can customers see the comment Simplesat adds to the issue?

Not in Jira Service Management. There the comment is internal, for your agents.

Can I send the survey in a Jira comment instead of an email?

Yes, from an automation rule. A Jira comment doesn't render HTML, so when you copy the survey, choose Link instead of HTML, and add it to the rule's comment action. Smart values work only in automation, so don't paste the link into a comment yourself.

Do I need the Simplesat app from the Atlassian Marketplace?

Only to see responses in a Simplesat panel on the issue. The note, labels, custom fields and follow-up integrations work without it.

Can I map more than four custom fields, or send follow-ups to different projects?

The custom fields integration writes to up to four Jira custom fields: it has five field pairs, and the first has to stay on Ignore. The follow-up integration sends every follow-up issue to one project.

Does it work with Jira Software as well as Jira Service Management?

Yes. The integrations work on Jira Cloud issues in either. The internal comment is a Jira Service Management feature, though. In other projects, anyone who can see the issue can see the comment.