When link is clicked update a field on the ticket

Question

We are sending out support csat surveys on our jsm tickets once a ticket is closed. However we are running into issues with low response rates on the surveys.

We would like to send reminders out 3x, but also stop sending out if someone clicks a link to fill out the surveys..

Is it possible to design this link such that it would update a custom field on the ticket if the survey link is clicked so we would stop sending reminders

I am sure we might be able to do something using survey monkey's API, but that would be a last resort since that involves asking a dev for help

Joseph Chung Yin · Answer

@Jeffrey Bistrong -

Thanks for your update.  Since you are not using the OOTB solution, then you will need to develop custom process to update your issue as needed.

I am sure that you have already reached out to your 3rd party survey platform vendor for their suggestion on how to update your JSM issues when the link is clicked.

Sorry.

Best, Joseph

Jeffrey Bistrong · Answer

that's for the OOTB CSAT solution in jira, which we are not using, we are using a 3rd party survey platform, so it seems like that field would need to be manually populated and still doesn't provide an automated solution of, if the link is clicked then populate a field to stop sending the surveys

Joseph Chung Yin · Answer

@Jeffrey Bistrong -

In JSM, there is an existing field "Satisfaction date" associated with each issue where it is my understanding that when CSAT is obtained from the customer on his/her issues, then this field is populated.

You may want to test it out using this field to determine if CSAT is obtained or not in your automation setup.

Hope this helps.

Best, Joseph