Is there a smartvalue or anything similar for including CSAT-Surveys in E-Mails?

[Salvatore Montalto]

We want our customers to receive CSAT-surveys every time the resolution is set to "done". Since the out of the box process sends a survey every time any resolution is set, I wanted to try to make this work via automation. Sadly I wasn't able to find any value that would generate the CSAT-survey in the Mail sent by the automation.

Does anyone know how to help me on this one?

[Dan Breyen · Accepted solution]

Hi @Salvatore Montalto maybe I'm misunderstanding your question.  If I am, could you possibly correct me? By default, JSM will send an email when an issue is Resolved asking them to rate and comment on their experience.  In your JSM project, under "Project Settings / Satisfaction settings", you should be able to turn on/off the CSAT feedback message. Is it possible this is turned off at your site? You shouldn't need an automation to process CSAT feedback. Or could it be possible that your issues are not being marked as 'Resolved' to trigger this?

Hope that helps.

[Salvatore Montalto]

Hi @Dan Breyen 
The problem is, the normal CSAT process like you described sends a CSAT survey for every resolution set. F. e. if I set the resolution to "wont do" beacause, let's say the issue was created by mistake and I dont want to delete issues, jira sends a CSAT survey, which makes absolute zero sense.
What I want is to send a survey only when the resolution is set to "done".

Kind regards

[Dan Breyen]

Sounds like you're waiting for JSDCLOUD-3986 

I voted for that one.  It only has 74 right now.  Probably needs a few more.

[Salvatore Montalto]

Then this should be implemented soon, since its is only open for 7 years. :D