How to disable internal notifications when a client fills out a satisfaction survey?

Question

Whenever a client fills out a satisfaction survey, it gives the assignee of the ticket 4 notifications related to the ticket. This is annoying since it overpopulates the notifications icon with excess notifications that aren't nearly as important as other notifications.

I see in the notification scheme settings, there is an setting for "An issue is updated." Is this the correct notification to disable the satisfaction survey notifications? Will any other notifications be lost by enabling this?

Thank you.

Michael Cole_he43z0 · Answer

Hi Joseph,

Thanks for your response.

I will definitely not be disabling that notification now. As I mentioned to Benjamin, we find the surveys to be helpful and do not wish to disable them entirely.

It is a little disappointing there are no settings in the CSAT configuration to control the notifications, but its not the biggest of deals. Would for sure be a "nice to have" feature though.

Best,
Michael

Michael Cole_he43z0 · Answer

Hi Benjamin,

Thank you for your response.

We do not want to disable the CSATs as we find them very helpful and like reading the feedback. However, I am the only team member that regularly checks the satisfaction reports and the notifications are meaningless to other team members. They just cause confusion.

From your response about the issue update notification, it doesn't seem like I can disable just the CSAT notifications. I'm a little disappointed, but it's not that big of a deal.

Best,
Michael

Joseph Chung Yin · Answer

@Michael Cole -

To supplement what Ben stated, the notification scheme "An issue is updated" event covers all updates against an issue.  So if you change it or disable it, then it will impacts the outgoing notifications to all entities called out against this event.  Keep in mind this is the system event notification.

Furthermore, if the notification scheme configuration is shared among many projects, then the changes will impact all the projects.  So, if you want to limit the change to only the specific project, then you will need to create a copy of the configuration first, make the change, and then associated the modified scheme against the project in question.

In my opinion, disabling CSAT not a route unless you don't want CSAT functionality for your specific project.  The CSAT configuration cannot prevent agent from getting the notification.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.