Customers' Voice 101

Owned by Andreas Spall (evolu.software)
Last updated: Apr 22, 2024
3 min read

What is Customer' Voice for Jira

Customer' Voice lets your customers vote for your Jira issues without consuming a license. You can also create surveys, which will be displayed in the portal.

How to activate - Voting for issues

For this you need two projects. One that contains the issues your customers should vote for (must be a software or business project) and the second one has to be a service desk project.

Please note:
In order for your customers to see what they are voting for, these issues should be visible to them.
(see: https://support.atlassian.com/jira-cloud-administration/docs/allow-anonymous-access-to-projects/ or https://support.atlassian.com/jira-service-management-cloud/docs/give-jira-users-permission-to-view-service-project-issues/)

How to Use

  1. Create a JQL that returns the issues you want your customers to vote for (e.g. project = "VOICE" and resolution is EMPTY).

  2. Open your Service Desk project, select Queues => Customers' Voice, insert the JQL, enable it using the toggle and click Save

  3. Go to the portal for this service desk. Here you (and also your customers) can vote for these issues.

     

  4. The votes are then displayed directly within the issue.

How to activate - Surveys

  1. Customers' voice comes with some predefined surveys.
    In case there are none yet, you need to go (as administrator) to Settings => Apps => Customers' voice - Template Configuration and there press Initialize sample templates

  2. On this page you can edit existing survey templates. Here you can find more information about templates:

    1. Data Forms templates - How to create, customise and delete Data Form templates

    2. Data Forms fields - How to create, customise and delete Data Form fields

  3. Open your Service Desk project, select Queues => Customers' Voice => Tab Survey. Here you can define if and which survey should be displayed for a request type. You can also specify whether the survey should be displayed as onepager or paginated.

  4. The survey "Customer Satisfaction" for the request type "Get IT help" is displayed as follows for a customer

  5. For an agent, the completed survey is displayed directly within the service request.

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