Service Desks' Survey Satisfaction email stop sending

[Giuseppe Mastrolonardo]

Hi all,

The Survey Satisfaction survey stop sending emails after we have closed our tickets. 

Nothing had been changed in our workflow. Had somebody the same problem and a solution for it?

[Angélica Luz]

Hello @Giuseppe Mastrolonardo,

Thank you for reaching out to Atlassian Community!

The survey is sent when a resolution is set on a ticket. A ticket can be in the status Closed, but if the resolution is not set, the notification won’t be sent. 

If the resolution is being set, can you please let us know if the reporter of the ticket is also a watcher? 

I’m asking because the only new bug related to the survey is the one below:

• CSAT survey not being sent when reporter is added as a watcher

Are customers receiving other notifications, like comments, status change? 

Please, check the details on the bug and let us know if it’s the same behavior. 

Kind regards,
Angélica