Service Desk CSAT not working

[Ricardo Guerreiro]

Hello,

I have a problem. My SD instance for this project has CSAT enabled. I open an Issue through "Raise a Request" and resolve with another account. Going back to the customer account and closing the ticket, stopped giving me the CSAT survey.

Does Service Desk uses the CSAT from Candylio or have its own. If it's the latter, am I'm missing some configuration? Why did it stopped working all of a sudden?

Related articles:

 - https://confluence.atlassian.com/servicedeskcloud/collecting-customer-satisfaction-csat-feedback-790791332.html

 - https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-why-are-customers-not-getting-notifications

[Patrick Cartier [Candylio] · Accepted solution]

Hi @Ricardo Guerreiro,

Patrick from Candylio here.  Service Desk does not use CSAT from Candylio but it is possible to install our plugin on server instances.

It looks like your second article could be the issue.  

First check to see if notifications are enabled.

If you're an admin you can troubleshoot the email server:

https://confluence.atlassian.com/jirakb/mail-and-mail-handlers-troubleshooting-211649643.html

[Ricardo Guerreiro]

Hello @Patrick Cartier [Candylio],

Thank you very much, that was it! The problem was due to email problems! 

This was kind troublesome to debug and I was lost.

Thanks again.