From the team
Myra Blog
Guides, best practices, and insights on customer feedback, CSAT, NPS, and Jira Service Management.
- CSATNPSCES
CSAT, NPS, or CES? Choosing the Right Feedback Metric for Your JSM Team
Opinionated, JSM-specific guidance on which feedback metric to use, when each one actually tells you something useful, and what native JSM supports.
Read → - CSATJira Service ManagementResponse Rate
Why Your JSM CSAT Response Rate Is Low (And the 4 Things That Actually Fix It)
Most JSM teams accept poor CSAT response rates as inevitable. They're not. Here are the four specific levers that actually move the number.
Read → - CSATForgeJira Service Management
JSM Survey Data: What 'Inside Atlassian' Really Means — and Why It Matters for Reporting
Forge apps keep data on Atlassian's infrastructure, but that's not the same as keeping it in Jira. The distinction that separates genuinely Jira-native survey tools from the rest.
Read → - CSATJira Service ManagementGetting Started
Getting Started with CSAT in Jira Service Management
A step-by-step guide to setting up your first CSAT survey in JSM using Myra — from install to your first score in under 10 minutes.
Read → - NPSCSATCES
NPS vs CSAT vs CES: Which Metric Does Your Support Team Actually Need?
A plain-English breakdown of the three customer feedback metrics — Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score — and when to use each one.
Read → - JSMCSATCES
How to Use JSM Feedback Data to Reduce Ticket Reopen Rates
Ticket reopens are a hidden drain on service desk capacity. CSAT and CES data reveal why they happen — and how to stop them before they start.
Read → - CSATBenchmarksIT Service Desk
CSAT Benchmarks for IT Service Desks: What's a Good Score in JSM?
What CSAT score should your IT service desk be aiming for? Industry benchmarks, JSM-specific context, and how to interpret your own numbers.
Read → - CSATJira AutomationJira Service Management
Turning Negative JSM Feedback into Follow-Up Tickets Automatically
When a customer rates a resolved ticket poorly, the worst thing you can do is nothing. Here's how to automate follow-up workflows in Jira Service Management.
Read → - CSATAtlassian PortalJSM
How to Display Live CSAT Scores on Your Atlassian Portal
A practical guide to surfacing real-time customer satisfaction scores inside your JSM portal — for agents, managers, and customers.
Read → - CSATJira Service ManagementEmail
Why JSM Email-Only CSAT Fails — and What to Do Instead
Email CSAT surveys in Jira Service Management have terrible response rates. Here's why the channel is broken, and how portal-native surveys fix it.
Read →