How do you report CSAT next to SLA results in Jira Service Management? In Charts and Reports for Jira Service Management, import the satisfaction field, add the CSAT KPI (the average of the satisfaction field) to your service review, show a score breakdown so the number of rated requests is visible, and use Analyze to open the requests behind the lowest scores.
Before you start
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Jira Service Management satisfaction ratings already captured on requests.
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An administrator must include the satisfaction field in Settings → Data Sync & Projects → Fields.
Video: Review customer satisfaction alongside SLAs
Follow the short demonstration, or use the written steps below. Menu labels can vary by installed version.
Watch time: 1:24. The demonstration uses fictional service desk data.
Watch Review customer satisfaction alongside SLAs on YouTube (captions and playback controls)
Steps
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Settings › Data Sync & Projects › Fields: include the satisfaction field.
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Set the view's reporting period (Created › Last Month).
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+ › Widgets panel › search "csat" › drag the CSAT KPI into the view.
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Add a score breakdown: custom chart with Satisfaction on the X axis and Request Count as the measure.
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Score breakdown › Analyze › click the lowest score › table icon › Full DataView.
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Record the follow-up question and track it next month.
Check your result
The CSAT KPI is the average satisfaction value for the requests in scope. Show the number and distribution of ratings beside the average.
These reports use existing JSM ratings; they do not send satisfaction surveys or calculate NPS.
Related guides
Data Sync & Project Configurations