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

[Loh Wai Kit]

Hi @Sam Okell 

I followed your guide to create the rules and they run successfully, but Jira shows an error saying unable to save rating when user trying to rate. Have you encountered this before?

Best Regards,
Loh Wai Kit