{"id":49372,"date":"2025-03-24T13:54:13","date_gmt":"2025-03-24T12:54:13","guid":{"rendered":"https:\/\/partners.sngular.com\/atlassian\/?p=49372"},"modified":"2026-02-10T13:59:44","modified_gmt":"2026-02-10T12:59:44","slug":"analisis-de-sentimientos-en-jira-service-management","status":"publish","type":"post","link":"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/","title":{"rendered":"An\u00e1lisis de sentimientos en Jira Service Management"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><section class=\"vc_row wpb_row vc_row-fluid brand22\"><div class=\"wpb_column vc_column_container  col-xs-mobile-fullwidth\"><div class=\"vc_column-inner \"><div class=\"wpb_wrapper\"><div class=\"last-paragraph-no-margin\">\n<div class=\"bloque-blog-head\">\n    <div class=\"bloque-blog-head-background\" style=\"background-image: url(https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/blog-cabecera-jsm-sentimientos.jpg);\">\n        <div class=\"bloque-blog-titulo\">\n            <h1 class=\"\" style=\"text-align: center\">An\u00e1lisis de sentimientos en Jira Service Management<\/h1>\n        <\/div>\n    <\/div>\n    <div class=\"bloque-blog-info\">\n    <\/div>\n<\/div>\n\n<p data-renderer-start-pos=\"391\">S\u00ed, efectivamente est\u00e1is leyendo bien: Atlassian ha introducido una poderosa herramienta de an\u00e1lisis de sentimientos para usuarios de Jira Service Management Cloud en planes <a href=\"https:\/\/partners.sngular.com\/atlassian\/consultoria-atlassian\/licencias\/\" target=\"_blank\" rel=\"noopener\">Premium y Enterprise<\/a>. Es una funci\u00f3n basada en <strong data-renderer-mark=\"true\">Atlassian Intelligence <\/strong>que\u00a0ayuda a los equipos a interpretar el estado emocional de los clientes a trav\u00e9s del contenido de sus solicitudes y comentarios recientes. En definitiva, a entender c\u00f3mo de contentos o enfadados est\u00e1n a la hora de abrir un ticket en nuestro portal de soporte.<\/p>\n<p data-renderer-start-pos=\"850\">La funci\u00f3n eval\u00faa el sentimiento del cliente como <strong data-renderer-mark=\"true\">Positivo<\/strong>, <strong data-renderer-mark=\"true\">Neutral<\/strong> o <strong data-renderer-mark=\"true\">Negativo<\/strong>, y muestra esta informaci\u00f3n directamente en las incidencias o peticiones. Esto permite a los agentes:<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1034\"><strong data-renderer-mark=\"true\">Priorizar tareas<\/strong>: Focalizarse en resolver problemas de clientes frustrados m\u00e1s r\u00e1pidamente.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"1129\"><strong data-renderer-mark=\"true\">Mejorar la comunicaci\u00f3n<\/strong>: Ofrecer respuestas m\u00e1s emp\u00e1ticas y personalizadas.<\/p>\n<\/li>\n<\/ul>\n<h2>\u00bfC\u00f3mo habilitar esta funci\u00f3n?<\/h2>\n<p>Tendr\u00e1s que seguir estos sencillos pasos:<\/p>\n<ol class=\"ak-ol\" start=\"1\" data-indent-level=\"1\">\n<li style=\"list-style-type: none;\">\n<ol class=\"ak-ol\" start=\"1\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1254\">En tu proyecto de Jira Service Management, ve a <strong data-renderer-mark=\"true\">Configuraci\u00f3n del proyecto<\/strong> &gt; <strong data-renderer-mark=\"true\">Funciones<\/strong>. <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49376\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/Features-JSM-1.png\" alt=\"Features JSM\" width=\"220\" height=\"495\" \/><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"1339\">Activa la opci\u00f3n para<strong data-renderer-mark=\"true\">An\u00e1lisis de sentimientos de los clientes<\/strong> en la vista de Problemas.<\/p>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49375\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/customer-setiment-analist.png\" alt=\"customer setiment analist\" width=\"783\" height=\"190\" \/><\/p>\n<ol class=\"ak-ol\" start=\"1\" data-indent-level=\"1\">Una vez activada, la informaci\u00f3n de \u201cSentiment\u201d aparecer\u00e1 autom\u00e1ticamente en nuevas incidencias o problemas. Para problemas existentes, se actualizar\u00e1 al agregar nuevos comentarios.<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49377\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/Sentiment-JSM.png\" alt=\"Sentiment JSM\" width=\"671\" height=\"317\" \/><\/p>\n<h2>\u00bfC\u00f3mo sacarle partido a esta funci\u00f3n?<\/h2>\n<p>Ahora que ya tenemos este campo en nuestros tickets de Jira, podemos explotarlo de muchas formas:<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1723\">En las <strong>colas<\/strong>: Lo que nos permite filtrar y organizar los tickets en funci\u00f3n de esta nueva caracter\u00edstica.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"1832\">En las <strong>b\u00fasquedas jql<\/strong>: Para buscar por ejemplo todas aquellas peticiones o incidencias donde los clientes ten\u00edan un sentimiento en particular.<\/p>\n<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49378\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/JQL-by-sentiment.png\" alt=\"JQL by sentiment\" width=\"665\" height=\"351\" \/><\/p>\n<ul>\n<li data-renderer-start-pos=\"1978\">Utilizarlo en <strong>reportes<\/strong>: Puedes crear informes personalizados donde una de las variables sea precisamente el sentimiento de los clientes<\/li>\n<\/ul>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"2118\">O utilizar para condicionar una regla de <strong>automation<\/strong>: De momento solo funciona como condici\u00f3n, pero poco queda para poder tenerlo en cuenta tambi\u00e9n como disparador.<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49379\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/image-20241231-150805.png\" alt=\"Automation rule by sentiment\" width=\"305\" height=\"397\" \/> En este automation de ejemplo, el disparador es el cambio de valor en el campo \u201cSentiment\u201d. Si se cambia el valor y se modifica a \u201cNegative\u201d, si la prioridad es distinta de \u201cCritical\u201d (as\u00ed nos ahorramos una ejecuci\u00f3n si ya est\u00e1 en Cr\u00edtica), se modifica la prioridad a \u201cCritical\u201d y se env\u00eda un mensaje a todas las personas que est\u00e1n en el grupo \u201cAlerta\u201d notificando que este ticket tiene que ser revisado. En definitiva, permite hacer una mejor gesti\u00f3n de los tickets donde debemos poner una mayor atenci\u00f3n para que no escalen a problemas mayores.<\/p>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>\u00bfC\u00f3mo funciona realmente el an\u00e1lisis de sentimientos?<\/h2>\n<p data-renderer-start-pos=\"2872\">La <a href=\"https:\/\/partners.sngular.com\/atlassian\/descubre-todas-las-novedades-de-atlassian-intelligence\/\" target=\"_blank\" rel=\"noopener\">inteligencia artificial de Atlassian<\/a> es capaz de determinar la actitud con la que interact\u00faa la persona que nos abre el ticket con los agentes, interpretando el lenguaje que utiliza el remitente del ticket, tanto en el t\u00edtulo del ticket, como en la descripci\u00f3n o en los comentarios.<\/p>\n<p data-renderer-start-pos=\"3151\">En esta solicitud por ejemplo, Atlassian Intelligence ha determinado que el remitente utiliza un lenguaje positivo, asique nos ha poblado el campo con el valor \u201cPositive\u201d<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49380\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/image-20250110-094246.png\" alt=\"Ejemplo ticket positive sentiment\" width=\"906\" height=\"433\" \/><\/p>\n<p>Sin embargo, si el usuario final a\u00f1ade un comentario, Atlassian Intelligence es capaz de identificar que la persona ya no est\u00e1 tan feliz como inicialmente cuando abri\u00f3 el ticket, as\u00ed que actualizar\u00e1 el valor del campo a \u201cNeutral\u201d.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-49381\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/image-20250110-095712.png\" alt=\"Neutral sentiment in JSM ticket\" width=\"1322\" height=\"124\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Y si contin\u00faan pasando d\u00edas, y el equipo no es capaz de resolver el ticket o dar una respuesta adecuada, est\u00e1 claro que el usuario terminar\u00e9 enfad\u00e1ndose y Atlassian Intelligence lo reconocer\u00e1 como \u00abNegative\u00bb.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-49382\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/image-20250110-095456.png\" alt=\"JSM Ticket, negative sentment\" width=\"1156\" height=\"229\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2>Conclusi\u00f3n<\/h2>\n<p data-renderer-start-pos=\"3710\">Esta nueva funcionalidad es un valor a\u00f1adido para ofrecer a nuestros clientes <strong>el mejor servicio posible.<\/strong><\/p>\n<p data-renderer-start-pos=\"3816\">S\u00ed que es verdad que para sacarle partido al 100% ser\u00eda genial poder personalizar estos valores o tener una mayor granularidad de sentimientos. Pero esto por ahora no es posible. Confiamos en que no tarde mucho tiempo en llegar.<\/p>\n<p data-renderer-start-pos=\"3996\">Por otro lado, tampoco podemos modificar este valor de forma manual si es que la IA se ha confundido, ni hacer un cambio masivo si fuera necesario.<\/p>\n<p data-renderer-start-pos=\"4145\">Poco a poco continuar\u00e1n ampliando sus funciones, cuanto m\u00e1s la utilicemos los equipos.<\/p>\n<p data-renderer-start-pos=\"4145\">Lo que s\u00ed podemos es ayudarte a <a href=\"https:\/\/partners.sngular.com\/atlassian\/guia-practica-para-crear-portales-accesibles-y-eficientes-en-jira-service-management\/\" target=\"_blank\" rel=\"noopener\">configurar tu proyecto de Jira Service Management lo mejor posible<\/a>, para que la apertura de los tickets sea f\u00e1cil para tus usuarios, para que la categorizaci\u00f3n sea la m\u00e1s adecuada, para que el equipo tenga unas colas correctamente organizadas&#8230; en definitiva, para que puedas sacarle el m\u00e1ximo partido a tu Jira Service Management. <a href=\"https:\/\/partners.sngular.com\/atlassian\/consultoria-atlassian\/\" target=\"_blank\" rel=\"noopener\">Escr\u00edbenos<\/a> \ud83e\udd13<\/p>\n<p>&nbsp;<\/p>\n<div class=\"p\">\n            <strong>Atlassian Team<\/strong> - 24 de marzo de 2025\n            \/ Comparte:<style>\r\n.tnf_share#tnfShare40023 {\r\n    display: inline-block;\r\n    padding: 0 0.5rem;\r\n    font-size: 18px;\r\n}\r\n#tnfShare40023 .tnf_share_net {\r\n    display: inline-block;\r\n    padding: 0 0.5rem;\r\n    position: relative;\r\n}\r\n#tnfShare40023 img {\r\n    width: 18px;\r\n    height: 18px;\r\n}\r\n#tnfShare40023 .tnf_share_net i {\r\n    vertical-align: middle;\r\n}\r\n#tnfShare40023 .special-copy-icon {\r\n    font-size: 16px;\r\n}\r\n#tnfShare40023 .tnf_share_net a, .as-linkable {\r\n    color: #6f6f6f !important;\r\n    cursor: pointer;\r\n}\r\n.tnf_share_net a:hover, .as-linkable:hover {\r\n    color: #465ea2 !important;\r\n}\r\n#tnfShare40023 .tnf_share_copy_info {\r\n    font-size: 12px !important;\r\n    background-color: #202a4488;\r\n    color: #fff;\r\n    padding: 0.5rem 1rem;\r\n    position: absolute;\r\n    width: max-content;\r\n    left: 0;\r\n    bottom: 42px;\r\n    border-radius: 2px;\r\n}\r\n<\/style>\r\n<div class=\"tnf_share\" id=\"tnfShare40023\"><div class=\"tnf_share_net linkedin-in\" id=\"linkedinin_tnfShare40023\" title=\"Compartir en LinkedIn\">\r\n    <a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F49372\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-linkedin-in\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net twitter\" id=\"twitter_tnfShare40023\" title=\"Compartir en Twitter\">\r\n    <a href=\"https:\/\/twitter.com\/intent\/tweet?text=An%C3%A1lisis%20de%20sentimientos%20en%20Jira%20Service%20Management&amp;url=https%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F49372&amp;related=Tecnofor%3ATecnofor\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-twitter\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net whatsapp\" id=\"whatsapp_tnfShare40023\" title=\"Compartir en WhatsApp\">\r\n    <a href=\" https:\/\/wa.me\/?text=An%C3%A1lisis+de+sentimientos+en+Jira+Service+Management%0A%0Ahttps%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F49372\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-whatsapp\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net copy\" id=\"copy_tnfShare40023\" title=\"Copiar al portapapeles\">\r\n    <i class=\"fa fa-copy as-linkable special-copy-icon\"><\/i>\r\n    <div class=\"tnf_share_copy_info hide\" id=\"infocopy_tnfShare40023\"><\/div>\r\n<\/div>\r\n<script type=\"text\/javascript\">\r\n    jQuery(function() {\r\n        jQuery(\"#copy_tnfShare40023\").on('click', function(e) {\r\n            e.preventDefault();\r\n            navigator.clipboard.writeText( \"https:\\\/\\\/partners.sngular.com\\\/atlassian\\\/wp-json\\\/wp\\\/v2\\\/posts\\\/49372\" ).then(() => {\r\n                jQuery(\"#infocopy_tnfShare40023\").html('<i class=\"fas fa-check\"><\/i> Se ha copiado al portapapeles').removeClass('hide');\r\n                window.setTimeout(() => { jQuery(\"#infocopy_tnfShare40023\").addClass('hide'); 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Es una funci\u00f3n basada en Atlassian Intelligence que\u00a0ayuda a los equipos a interpretar el estado emocional de los clientes a trav\u00e9s del contenido de sus solicitudes y comentarios recientes. En definitiva, a entender c\u00f3mo de contentos o enfadados est\u00e1n a la hora de abrir un ticket en nuestro portal de soporte. La funci\u00f3n eval\u00faa el sentimiento del cliente como Positivo, Neutral o Negativo, y muestra esta informaci\u00f3n directamente en las incidencias o peticiones. Esto permite a los agentes: Priorizar tareas: Focalizarse en resolver problemas de clientes frustrados m\u00e1s r\u00e1pidamente. Mejorar la comunicaci\u00f3n: Ofrecer respuestas m\u00e1s emp\u00e1ticas y personalizadas. \u00bfC\u00f3mo habilitar esta funci\u00f3n? Tendr\u00e1s que seguir estos sencillos pasos: En tu proyecto de Jira Service Management, ve a Configuraci\u00f3n del proyecto &gt; Funciones. Activa la opci\u00f3n paraAn\u00e1lisis de sentimientos de los clientes en la vista de Problemas. Una vez activada, la informaci\u00f3n de \u201cSentiment\u201d aparecer\u00e1 autom\u00e1ticamente en nuevas incidencias o problemas. Para problemas existentes, se actualizar\u00e1 al agregar nuevos comentarios. \u00bfC\u00f3mo sacarle partido a esta funci\u00f3n? Ahora...","protected":false},"author":17,"featured_media":49388,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[223,261],"tags":[],"class_list":["post-49372","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-jsm-y-service-collection","category-blog-rovo-e-inteligencia-artificial"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>An\u00e1lisis de sentimientos en Jira Service Management - Atlassian Sngular<\/title>\n<meta name=\"description\" content=\"Atlassian ha introducido una poderosa herramienta de an\u00e1lisis de sentimientos para usuarios de Jira Service Management Cloud\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"An\u00e1lisis de sentimientos en Jira Service Management - Atlassian Sngular\" \/>\n<meta property=\"og:description\" content=\"Atlassian ha introducido una poderosa herramienta de an\u00e1lisis de sentimientos para usuarios de Jira Service Management Cloud\" \/>\n<meta property=\"og:url\" content=\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/\" \/>\n<meta property=\"og:site_name\" content=\"Atlassian Sngular\" \/>\n<meta property=\"article:published_time\" content=\"2025-03-24T12:54:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-10T12:59:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/blog-cabecera-jsm-sentimientos.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"4756\" \/>\n\t<meta property=\"og:image:height\" content=\"2334\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mar\u00eda Ferre\u00f1o\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/\"},\"author\":{\"name\":\"Mar\u00eda Ferre\u00f1o\",\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/#\/schema\/person\/6fa5b20b4ae10a2d6e48a24b93adfbaf\"},\"headline\":\"An\u00e1lisis de sentimientos en Jira Service Management\",\"datePublished\":\"2025-03-24T12:54:13+00:00\",\"dateModified\":\"2026-02-10T12:59:44+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/\"},\"wordCount\":812,\"publisher\":{\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/#organization\"},\"image\":{\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/03\/blog-cabecera-jsm-sentimientos.jpg\",\"articleSection\":[\"JSM &amp; Service Collection\",\"Rovo &amp; IA\"],\"inLanguage\":\"es\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/\",\"url\":\"https:\/\/partners.sngular.com\/atlassian\/analisis-de-sentimientos-en-jira-service-management\/\",\"name\":\"An\u00e1lisis de sentimientos en Jira Service Management - 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