How do you encourage your users to provide survey responses?

@Mathew Lederman ,

@Christopher Yen Slack route is the best one for desks whose users live in Slack, and it is worth crediting because it removes the two things that kill response rates: the channel switch and the login. If your users are on email, here is what I would check and change inside JSM before buying anything, roughly in order of how much each has moved the number on desks I have run.

1. Confirm the email is really one click. Out of the box, the survey is embedded in the Request resolved customer notification as a rating scale; the customer clicks a star in the email and lands on a confirmation page (collect CSAT feedback). If your Request resolved template has been customised to a company-branded body, check whether the scale survived the edit; a "click here to rate us" link in place of the stars is the "multiple clicks" you are describing. Also confirm the survey is on the resolved notification and not only on Customer-visible status changed, which fires more often and trains people to ignore it.

2. Kill the login wall. The confirmation page is on the portal, so a customer who is not signed in gets a sign-in step after clicking the star. For an internal desk on SSO that is usually one silent redirect; for anyone else it is the click where most of them leave. Check what a real customer sees on a phone, because that is where the survey is opened.

3. Rewrite the question. Project settings, Satisfaction settings lets you change the question phrase. "How satisfied were you with our service?" pulls fewer responses than a question about the specific outcome ("Did this fix your problem?"). Small, but it is the only copy the customer reads.

4. Send it when the customer cares. The native survey fires at resolution. If your agents resolve in batches, the email arrives days after the fix and reads as noise. If you need a different moment, Atlassian documents building your own send with automation, generating the unique survey token on the work item and emailing the link yourself (send CSAT survey via automation). Same survey, your timing and your template.

5. Set the target honestly. For an internal enterprise desk on email, a single-digit response rate on every resolution is normal, and Christopher's nine percent with a one-click Slack prompt is a good number, not a low one. Under one percent means something in 1 or 2 is broken; five to ten percent means the mechanism works and the next gain is sampling (survey a subset, follow up the low scores in person) rather than pushing everyone harder.

If you post a screenshot of what your customers currently receive, I am happy to point at which of 1 or 2 is eating the clicks.