Satisfaction Form

Ayush_6n4yo0

Hi,

Is it possible to send just the satisfaction form individually whenever a ticket is resolved but not send email template (Default: Issue Resolved)?

I just need to send the user the satisfaction form directly and also do not want to enable the Default Issue Resolved Email Template.

BenP

Hi,
When the request gets in the Resolved status, a CSAT token can be retrieved which needs to be used in the email in order to popup the CSAT form & capture the response. As soon as a response is captured, the token becomes invalid. 

It should be possible to have a custom script (groovy script runner) in a workflow post-function to send out the CSAT email.  We were thinking of doing something along those lines later but unfortunately haven't done it yet. Our approach would tie in with JETI - email-this-issue plugin, replacing the native JIRA SD emailing.

Some references: 

• https://community.atlassian.com/t5/Jira-questions/How-do-i-get-Collecting-customer-satisfaction-CSAT-feedback-data/qaq-p/661081
• https://community.atlassian.com/t5/Answers-Developer-Questions/Include-Customer-Satisfaction-Feedback-in-Emails-generated-by/qaq-p/463383
• https://confluence.atlassian.com/servicedeskserver/collecting-customer-satisfaction-csat-feedback-939926566.html