Customer Satisfaction Survey not generated

Customer Service Allofresh

I already follow the instruction in the Project Settings>>Satisfaction Settings >>"When you resolve a request, your customer will receive an email asking them to rate and comment on their experience." I already turned ON the Collect satisfaction (CSAT) feedback. However, the reporter (customer) never received any CSAT survey eventhough their case has been remarked as DONE/ CLOSED. Any info about resolving this issue?

Angélica Luz

Hello @Customer Service Allofresh,

Thank you for reaching out to Atlassian Community!

Just to better understand the issue, I would like to know if the customer received all other notifications.

Is the satisfaction one the only notification they are not receiving?

Is it happening to all tickets and customers?

According to the steps you mentioned, you are using a Classic project, is that correct?

If it's a Classic, then it's necessary that a resolution is added to the ticket for the survey to be sent because that's what triggers the notification and not the Done/Closed status.

Please, check the affected ticket and confirm if it has a resolution.

Regards,
Angélica