CSAT Feedback link

Vineela AK

Hi,

I am exploring on Customer Satisfaction In Jira Service Management. I have enabled CSAT feedback. In the site it is mentioned as "When you resolve a request, your customer will receive an email asking them to rate and comment on their experience." How do i know if an email is triggered once the request is resolved?

Note: I have added 3 customers including myself under customers. None of us are receiving any emails.

Am i missing anything here? Can anyone help me?

 

Dan Breyen

Hi @Vineela AK I did some digging, but all I could find is this article: CSAT Info 

It does kinda imply that it's going out to every resolution but doesn't specifically state that's the case. I haven't been paying close attention to in on our site, so I'm not sure if that is happening.  Would internal customers vs external customers make a difference? I don't know if the customers you added were internal vs external.  

I did find this Jira ticket for JSM which states they're sent out for every ticket: JSDCLOUD-6267 

Have you asked Support?  (support.atlassian.com) and see if they have any feedback.