Satisfaction E-mail replied by customer

Question

Hi

We are using Jira service desk on the server with e-mail integration.

Recently we found that when an customer replies to the satisfaction e-mail notification, a comment is created into the issue and the correspondent links to the satisfaction (stars) becomes available to anyone.

This opens a door to anyone who wants to manipulate the customer satisfaction, being just necessary to click the link. This is specially critic when it can be done by an agent.

Is it any procedure to avoid this?

Regards,

Vitor Martins · Answer

Hi Angelica,

Thank you.

It can be a good option to do that, but for us, at this moment, we can not implement it.

Once important e-mails history would be lost, relevant information would be block and wont be available to our support agents.

Regards,

Vítor

Angélica Luz · Answer

Hi Vitor,

Welcome to Atlassian Community!

This is a known bug, you can find more details in the link below:

* Satisfaction survey added as a comment lets anyone set the score

Please, click on vote and watch to receive updates about the bug.

As a workaround, you can go to Jira administration > Applications > Email requests and select "Strip quotes", so the email history won't be added to the comments.

Regards,
Angélica