CSAT

[Michael Poessy]

CSAT seems to be working randomly. There is no rhyme or reason that I can figure out. Is CSAT only for certain types of requests or incidents? Is there a setting that can be set to have CSAT go out for every closed issue?

[Joseph Chung Yin]

@Mike Poessy -

Welcome to the community, can you provide more details on your statement of "CSAT seems to be working randomly"?  CSAT is controlled at the project level and not at the issue level.  Please take a look at the following links -

https://support.atlassian.com/jira-service-management-cloud/docs/turn-on-customer-feedback/

https://support.atlassian.com/jira-service-management-cloud/docs/collect-customer-satisfaction-csat-to-get-direct-feedback-on-your-teams/

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Michael Poessy]

Hi @Joe

Thank you for the response. I have noticed that CSAT emails are not sent for every request filed. Is there a method of controlling the frequency they are sent or for instance a method to ensure a CSAT is sent for every incident filed by users? Thanks in advance. 

[Joseph Chung Yin]

@Mike Poessy -

As mentioned prior, you just need to ensure that "Collect satisfaction (CSAT) feedback" option is enabled (same for both Company Managed and Team Managed JSM projects), then when issue is resolved, the CSAT notification will be sent out to the issue reporter.

Best, Joseph