Sending survey in different states

[Gerardo Hermosilla]

Jira service desk does not allow me to modify the status in which the survey is sent.

My workflows changed for each type of request. T

herefore I no longer receive the survey.

Because it is only sent in the Resolved state and I do not use that state in my flows.

Is it possible to do this, other than by automating sending an email with a survey link?

[Bruna Silva · Accepted solution]

Hello @Gerardo Hermosilla,

Thank you for reaching out to Atlassian Community!

The Satisfaction survey will be sent to the reporter when the following happens:

• Issue Resolution is set and Request resolved customer notification is enabled (for company-managed projects only);

or

• Ticket is transitioned to status related to the Done category (when the status is green) and the Customer-visible status changed customer notification (or Request done in team-managed projects) is enabled.

You can see more details about it in the following document:

• How to troubleshoot when customer satisfaction survey is not being sent in Jira Service Management Cloud

If you have any other questions regarding this matter, please let us know.

[Tom Chan]

Hi @Gerardo Hermosilla ,

Our CSAT app could be the answer for your need. It can help you send survey based on a JQL which can be set up for different statuses, issue types (or any possible expressions supported by a JQL). You will also be able to have real-time insights on the feedback and trends to understand how the team performs by looking into the Satisfaction dashboard. Beside that, the app also provides in-app survey form per ticket to increase the engagement. If you need any further support, please feel free to reach out to us.

Regards,

Tom