Satisfaction Comments

[Matheus França]

Hello Community Good morning!

Creating a report to export the satisfaction survey of an ITSM project in Jira, I managed to get the ratings (stars) but I would also like to be able to extract the users' comments. Is there such a possibility without using a plugin?

[Kris Dewachter · Accepted solution]

Hi @Matheus França ,

There is no way to export the satisfaction comment as-is today.

There are some workarounds however where you create your own custom field, and fill it with the comment via an automation rule.

Please have a look at :

• https://community.atlassian.com/t5/Jira-Service-Management/How-can-I-export-the-customer-satisfaction-report-in-Jira-to/qaq-p/756814
• https://community.atlassian.com/t5/Jira-Service-Management-articles/Save-satisfaction-comments-in-a-custom-field/ba-p/1999739

Best regards,

Kris

[Matheus França]

Hi @Kris Dewachter ,

Your guidance helped me a lot, I'm already using this method.
It bothers me that Jira doesn't have this feature enabled by default.

Regards,

[Hannes Obweger - JXL for Jira]

Hi @Matheus França

I understand you're looking for a native/Automation-based solution - but just for future reference, if a solution from the Atlassian Marketplace should become an option for you: This would be easy to do using the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called smart columns that aren’t natively available, including satisfaction comments. This is how it looks in action:

As you can see above, you can easily sort and filter by satisfaction comments, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

You can also export your satisfaction comments to Excel or CSV in just one click.

Any questions just let me know,

Best,

Hannes

[Camila Albuquerque]

Dear Hannes, 

I'm using JXL and it worked perfectly to extract the satisfaction comments for last year cases. But I've also added the satisfaction field to my sheet and it's not pulling the stars rating. 

It would be helpful for me if I could export both data. In Jira regular filter this field works fine (with the stars visualization and all). Do you know why this field is empty? 

If it doesn't give me the "stars" rating it could be a 1-5 ranking rate as well. The field "Satisfaction date" also works and it gives a hint that the "satisfaction" field should have this data.

Is it possible? 

I'm attaching a screenshot of my sheet. 

Thanks for your help in advance! 

[Daniel Franz - JXL]

Hi @Camila Albuquerque – I'm on the JXL team with Hannes. Assuming the tickets in your screenshot do indeed have star ratings set, the relevant cells of the Satisfaction column should show these, like this:

Could I ask you to contact us at appf.re/help-center and quickly describe the problem to our support team. This looks like it needs some dedicated troubleshooting. Thanks!