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Automation rule overwritten by customer notifications

Soeren Morgener

In terms of customer satisfaction we had to enable the customer notification for Request resolved.

Such notification however overwrites the automation set for Request resolved.

This is not suitable at all, since we have set up an automation which prevents sending automatic emails to certain customers whilst an incident moves to Resolved status.

How can we prevent that an automation set for request resolved is being overwritten by the customer notification for request resolved?

Which options do we have?

We want to use the customer satisfaction, but at the same time, the automation rule must be in place as well.

Accepted answers

Dirk Ronsmans

Hi @Soeren Morgener and welcome to the community!

Do I understand correctly that you have the following:

On the Resolved transition, you have:

An automation rule that sends emails to specific customers only
The Customer satisfaction enabled which is a customer notification

and you would like to be able to combine these two so that the Customer Satisfaction survey is only sent out based on your automation rule?

If so, I'm afraid that's not possible.

From the top of my mind I would think about maybe using a 3rd party satisfaction survey and including that in your automation mails.

All comments

Dirk Ronsmans

Hi @Soeren Morgener and welcome to the community!

Do I understand correctly that you have the following:

On the Resolved transition, you have:

An automation rule that sends emails to specific customers only
The Customer satisfaction enabled which is a customer notification

and you would like to be able to combine these two so that the Customer Satisfaction survey is only sent out based on your automation rule?

If so, I'm afraid that's not possible.

From the top of my mind I would think about maybe using a 3rd party satisfaction survey and including that in your automation mails.

Soeren Morgener

Hi Dirk,

Thank you for your fast answer.

This is indeed what I am trying to do.

We want to send out customer satisfaction emails based on resolved requests. This is why we have decided to enable CSAT and the request resolved notification.

But particular customers should not resolve those satisfaction messages sent out through the notification. That's why we have created an automation to stop sending emails for those particular customers.

I would have expected some more options for the customer satisfaction settings.

I will then start looking for alternatives.

Dirk Ronsmans

I would also suggest to raise your product improvement at https://support.atlassian.com/contact so they can open a suggestion for it.

There are already several issues/suggestion open for items with CSAT but I don't really see one that specifically describes what you want.

https://jira.atlassian.com/issues/?jql=summary%20~%20CSAT

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