Customer Satisfaction Survey - Is it possible to make comment is required for some grading?

[halil_cicek]

We are using cloud JSM and we have standart package. Our JSM team would like to improve their survey. 

When a customer gives 1 or 2 in the survey we would like to make comment section is required to give customer feed back based on their experience to improve ourselves. 

Is it possible? 

[Arkadiusz Wroblewski]

Hello @halil_cicek 

No, not with the native JSM CSAT survey.

With the built-in customer satisfaction survey in JSM Cloud, Atlassian currently lets you turn CSAT on or off and edit the survey question, but the written feedback is optional. There is no setting to make the comment mandatory, either for all ratings or only for low ratings like 1 or 2.

About customer satisfaction (CSAT) surveys | Jira Service Management Cloud | Atlassian Support

There are actually feature requests for exactly this:

• [JSDCLOUD-9845] Ability to set CSAT comment as required - Create and track feature requests for Atlassian products. for making the CSAT comment required
• [JSDCLOUD-7889] As a Jira Service Desk admin, I'd like to set comments on CSAT surveys as required - Create and track feature requests for Atlassian products. for the case where low ratings should require a comment