Community
Q&A
Jira Service Management
Questions
Collecting Satisfaction Feedback from Ticket Assignee

Collecting Satisfaction Feedback from Ticket Assignee

I know there is the feature of collecting customer satisfaction (CSAT) feedback from a ticket reporter about the assignee. I'm wondering if I can collect feedback from the assignee on the reporter to collect data on how the ticket was submitted. e.g. all relevant info was given etc.

1 answer

1 accepted

Comments for this post are closed

Community moderators have prevented the ability to post new answers.

Post a new question

1 vote

Answer accepted

@Raymond Mao - you can totally do this:

Create custom fields (or use existing ones) to collect this info. I suggest select lists or radio buttons - that will speed up data collection, and you can report against this data.
Create a screen to hold those fields (the questions).
Edit the workflow for your Jira project. In the final step where the assignee goes to close/resolve the ticket, edit that transition to show the screen you made in step #2.

Hope this helps!

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

Thank you, @Dave LIAO ! I've never created a screen but I'm going to try that. Appreciate it!

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

Like • Dave LIAO likes this

Good luck! ⭐

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

we want to know if we can sent Customer satisfaction feedback form second time if they dont provide feedback on the support service received. For example : If i have resolved the issue & CSAT form is sent to customer as soon as I mark the ticket to resolved/Closed. If customer doesnt provide feedback in 24 Hrs, then we want to send them reminder mail to provide feedback on the support received. I want to how we can achieve this though Jira Automation.

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

@Nilesh Mehta - I recommend creating a new question (click "Ask the community") so your question gets more visibility. Offhand, I'm unsure if this is possible, as it doesn't seem like it's possible to reference CSAT/satisfaction info via the API. Hopefully I'm wrong!

You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.

Comment

Was this helpful?

Thanks!

Jira Service Management

DEPLOYMENT TYPE

CLOUD

PRODUCT PLAN

STANDARD

Forums

Q&A

Community resources

Support

Top groups

Community resources

Support

Learn

Community resources

Support

Events

Community resources

Support

Collecting Satisfaction Feedback from Ticket Assignee

I know there is the feature of collecting customer satisfaction (CSAT) feedback from a ticket reporter about the assignee. I'm wondering if I can collect feedback from the assignee on the reporter to collect data on how the ticket was submitted. e.g. all relevant info was given etc.

1 answer

1 accepted

Comments for this post are closed

Was this helpful?

Thanks!

DEPLOYMENT TYPE

PRODUCT PLAN

TAGS

Atlassian Community Events