Send an email when issue is resolved

Jim Krupnick

I need to send an email to the reporters email address (outside of my company domain) with custom text that asks them to go to a specific URL to take a survey. 

What is the best way to do this and how can I limit this to only a specific client or email domain? I only want these emails to go one customer but I have several that log tickets to the same project. 

Petter Gonçalves

Hello Jim,

Welcome to Atlassian Community.

JIRA Service Desk has its own CSAT functionality that you can customize to send any message you want. Here are the steps to configure it:

1. From your service desk project, go to Project settings > Satisfaction settings.
2. Turn on Collect customer satisfaction feedback.
3. Edit Question to suit your service desk. This appears in the resolved issue notification message that customers see.

For more information about the default CSAT feature of JIRA Service Desk, you can check the documentation below:

- Collecting Customer Feedback on JIRA Service Desk

Unfortunately, you can not restrict the message to be sent only to specific e-mail domains, as JIRA Service Desk does not have a domain restriction level for any feature. We have a feature request to get it implemented here:

- Include Domain Level Restrictions for Service Desk Public Signup

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

If you are using JIRA Server, there's an add-on that provides you the customization of SD Surveys:

- Surveys for Service Desk

Additionally, feel free to check other add-ons that might help you in the Atlassian Marketplace.

Let me know if this information helps.