CSAT survey with email - help needed

Question

Hi,

I'm fairly new to Jira but I was wondering if anyone can help me with this minor issue I have.

Under Project Settings>Customer notifications>Request resolved I have a company-specific email that is sent to all our clients when a ticket has been resolved. What I'm trying to accomplish is to capture the CSAT survey from within this email, so my team and I can monitor our performance.

I've opened Satisfaction settings, and enabled Collect satisfaction (CSAT) feedback, but when I try to run a test email the CSAT survey is missing, meaning I don't know whether our customers are receiving them or not!!

Can someone please help?

Thanks

Craig

Craig Ward_5zynnd · Answer

HI @Marcus Jones ,

I have the notification switched on  - is there any way to customise the CSAT email?

Regards,

Craig

Marcus Jones · Answer

When you navigate to Project Settings > Customer Notifications, Do you have the Request Resolved notification turned on? I found in some testing that you will not get the CSAT survey if you do not have this turned on.

Craig Ward_5zynnd · Answer

Hi @Danut M _StonikByte_ ,

Thanks for your response, but my reply to Marcus' earlier reply still needs answering -

* How can we monitor emails that are sent automatically? Are we to assume that Jira is definitely sending these out? 
* Is it possible to somehow add the CSAT survey into a company-specific email? It does seem like overkill to send a message to the customer once a case has been resolved, and then a separate message asking how we did - I would imagine that most people would be likely to ignore both, meaning that important customer data isn't being captured!

Thanks

Craig