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The star rating link not working in customer satisfaction survey email

Deborah Shi

We have auto generated email when ticket is resolved sending to customer, where they can click on stars to rate the service , but now the URL just display a blank page, nothing happens. Here comes how it looks in the email:

How was our service for this request?

☆

Very poor

☆

Poor

☆

Neither good nor poor

☆

Good

☆

Very good

Accepted answers

All comments

Brant Schroeder

@Deborah Shi Welcome to the Atlassian Community

Looks like you have a custom email that you set up. What are you using to send the email? What does the URL go to? If you enter the URL in does it resolve or did the page move that the email was linked to?

Deborah Shi

Thank you Brant. We use outlook and enabled Satisfaction settings for our service desk project. The star rating does shows up in the email sent to customers, but when customer click on the star, it opens up a blank page instead of an actual survey page. It was working before, but stopped working now. Any fixes or recommendations for where to troubleshoot?

Brant Schroeder

@Deborah Shi What is the url that the link is redirecting to? What version of Service Management are you on?

Brant Schroeder

@Deborah Shi I am wondering if you are suffering from this https://confluence.atlassian.com/jirakb/customer-satisfaction-rating-page-is-empty-blank-when-opening-it-from-the-request-resolved-notification-1055688899.html

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