Product Summary

Sentiments of Customers and Users is a Jira App that measures sentiments of users who interacted with an issue either through its creation or by commenting it.

The core functions include:

• Scoring users' sentiment (issue creation and comments)

• Sentiment graph

• Sentiments custom field

The above functions enable use cases such as:

• analyzing the customer' journey and their satisfaction throughought the resolution of an issue

• analyzing the quality of your user’s replies to customers

• ordering issues in JQL queries (e.g. within Service Management Queues, reports) by the issue creator's sentiments

• displaying issue creators' sentiments in reports

Features walkthrough

Sentiments of Users and Customers Issue Context View

The view available from the issue level presents the timeline of sentiments recorded for any users (both customers and internal users) who engaged with the issue by creating it or leaving comments.

The Master series (solid line) represents the sentiments of the user who created the issue. Other series represent the sentiments other distinct users who responded to the issue.

Reporting

The issue creator’s sentiments are also made available in issue search. They are represented four values representing the span of the Sentiment of the author of an ssue:

• ⏮ - the initial creator’s sentiment value

• ⏷ - the lowest recorded creator’s sentiment value

• ⏶ - the highest recoded creator’s sentiment value

• ⏭ - the most recent creator’s sentiment value

The respective values form the read-only, object-type Creator Sentiments custom field which is recorded by the app and can be used in queries and reports.