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Can I modify when to send the satisfaction survey in service desk?

laralg

Hello,

The satisfaction survey is linked to the resolution in Jira Service Desk, in our workflow we set the resolution when the issue is "resolved" but then we expect the customer to close the issue and them send the survey. But since, the resolution is already set, it's sent before the customer has closed the issue, and sometimes he wants to reopen it.

So, is there a way to modify this behaviour? For configuration reasons we cannot put the resolution in the next step.

Accepted answers

Angélica Luz

Hi Lara,

Currently, it's not possible to change when the survey will be sent, once the resolution is set, the survey will be sent. We have some feature requests suggesting the implementation of this ability for cloud and server:

- Allow CSAT to be Sent without Resolution: https://jira.atlassian.com/browse/JSDCLOUD-4954 and https://jira.atlassian.com/browse/JSDSERVER-4954

- Allow Customization of Service Desk survey trigger: https://jira.atlassian.com/browse/JSDCLOUD-4686 and https://jira.atlassian.com/browse/JSDSERVER-4686

- Customize what status to send the JIRA Service Desk CSAT: https://jira.atlassian.com/browse/JSDCLOUD-3986 and https://jira.atlassian.com/browse/JSDSERVER-3986

Please, click on vote and watch in order to hear about updates on the development cycle.

Regards,
Angélica

All comments

Angélica Luz

Hi Lara,

- Allow Customization of Service Desk survey trigger: https://jira.atlassian.com/browse/JSDCLOUD-4686 and https://jira.atlassian.com/browse/JSDSERVER-4686

Regards,
Angélica

laralg

Thanks Angelica! I expected this resolution, however do you think Jira could be tricked to sending it later?

For me it always sends with the resolution field, but some collages have reported that it goes more with the issue resolved event in the postfunction.

I will vote on the issues that you sent me

Angélica Luz

It would be really great to be able to set when we want the survey to be sent, for now, the features have few votes, so we don't know when and if those features will be implemented in the future.

Currently, the resolution is what triggers the survey to be sent, so in your use case, it would be necessary to resolve the ticket without a resolution and then only set the resolution when the ticket is closed.

Dmitry Astapkovich _Colined_

Also, it would be great to have customization based on the answer. E.g. show a review request if user is satisfied with the service. Or show custom apologize screen if the satisfaction is low.