a link to the survey is included in the mail instead of being able to answer directly in the mail

Question

Hi everyone, 
When an issue is resoled, a notification email is sent to the user. However, we would like to include a survey in this notification. The last time that I used this feature, the possibility to answer the survey was included in the mail with 5 stars but, now, I only have a link on which I need to click for answering. How can I have the stars back directly in the notification mail?  Thank you.

Best regards,

Alban

Alban Ligout · Answer

Dear Andy,

Indeed, it is a pity that it has been broken because, what I mentioned, is presented in the release note: https://confluence.atlassian.com/servicedeskcloud/collecting-customer-satisfaction-feedback-790791332.html

Best regards,

Alban

Andy Heinzer · Answer

Hi @Alban Ligout

Thanks for the response.  I appreciate the feedback here and knowing that I better understand the problem here now.  I agree with you that this email notification could do more to help engage customer response and manage their expectations when they hover over these stars before clicking on them.  To that end I created this feature request JSDSERVER-6841.

I'm sorry to report that I do not know of any way that we could implement this within the current versions right now.  However perhaps this is something that Jira Service Desk can improve upon in a future release.

I recommend watching and voting on that issue as it will help our teams prioritize such changes.

Cheers,

Andy

Alban Ligout · Answer

Dear Andy,

You are right when you say "earlier versions of this had a dynamic stars that would light up when you hovered over them in the email, but that when customers clicked the star rating". This way of presenting the link was much more obvious than a simple link. Now, the link is a bit buried in the rest of the message. The stars were drawing the attention to the survey. Is there a way to go back to this way of presenting the survey? Thank you.