Customer feedback/ satisfaction survey has been enabled for a company managed project. Resolved notification is also enabled. But survey is not received for any of the resolved tickets. Please help us to troubleshoot the issue.
Hello @Prakash Lattupally,
Welcome to Atlassian Community!
A ticket is considered resolved in Jira when a resolution is set. With this said, if a ticket is just moved to a status Resolved but without a resolution, the survey won’t be sent.
Can you please confirm if the affected tickets have a resolution?
Are customers receiving notifications related to comments, status updates?
Kind regards,Angélica
Yes, customers are receiving the notifications to comments and status changes. But we cannot find the feedback survey for the Resolved status. Please suggest if any changes required.
Thank you for the details, @Prakash Lattupally.
Have you checked if the tickets have a resolution?
In company-managed projects, the resolution must be set when resolving/closing a ticket, it’s not set automatically like team-managed projects.
Once a ticket is closed with a resolution (as the screenshot on my previous response), the resolved and survey notification will be sent.
Thanks for your response Angelica.
Yes, we are updating the Resolution manually while moving the status to Resolved. Yet we are not receiving the survey notification.
Awaiting for your response for further investigation.
Hi @Prakash Lattupally ,
As I know CSAT works for service projects only. Please have a look at Surveys for Jira app. This app works for all project types (service and software/next-gen), supports different question types (radio, checkbox, dropdown, open questions), and has many other features.
Feel free to reach out support team if you need further information.
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