Customize Customer Satisfaction

[Juan Sidoli]

Hi!

We try to customize our satisfaction email after the resolution, its possible? Because we try to find it in the proyect settings -> customer satisfaction but it's only availeble to on or off this feature or edit the name of every stars of the 5 stars selection and in proyect settings -> Notifications -> Client Notifications, it's only possible to edit every email from the ticket but the customer satisfaction is not there.

Thanks!

[Dirk Ronsmans]

@Juan Sidoli ,

Customer satisfaction is limited to just that on/off option. There is on further customization possible.

If you need something more, I'd look at sending out a custom mail with something like a survey from a 3rd party service or look towards a marketplace app (https://marketplace.atlassian.com) who has more functionality than the (limited) build in one.

[Juan Sidoli]

Thanks for the answer @Dirk Ronsmans , you know any app in the marketplace is for free? or if it's with licence, what is the most recommended?

Thanks!

[Sam Okell]

@Juan Sidoli 

This is possible using the REST API, rather than any add-ons.

In an automation rule, you will want to trigger the rule when a ticket moves to your desired 'resolved' status.

Then you can follow these steps to send s survey:

1. Create a variable. Variable name - surveyToken, Smart value - {{#now}}toMillis{{/}}

2. Use a PUT API call to this endpoint: {{baseUrl}}/rest/api/3/issue/{{issue.key}}/properties/feedback.token.key

You can then send an email to the Reporter of the ticket using this smart value to insert the link to the CSAT survey:
<a href="{{issue.url.customer}}/feedback?token={{surveyToken}}">Take a survey!</a>

This will then start logging the responses into the reports available via a JSM project.

Thanks,

Sam