Hi
how to automate close the resolved tickets and set customer satisfaction to 5 stars within 3 days if there is no feedback and reply from them? and if they reply it after 3 days it would also automatically create a new ticket with a link as the reference to the previous ticket.
@Win -
Welcome to the community. Unfortunately, it is not possible on what you are asking - especially setting the CSAT to 5 stars via automation setup.
CSAT is designed for customers of his/her issues raised to provide the feedbacks/rankings.
In regards your second ask, it is also not possible out of the box to auto create a new case based on CSAT response + referencing the original case.
Hope this helps. Sorry.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
What if we want to automate close the resolved tickets within 3 days if there is no feedback from the customer, is this possible?
No. Again CSAT is supposed to obtain response from your customers not altered by your custom process for the response.
Best, Joseph
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