Support Team Name required in Feedback

Question

We have agents working in different support teams. To calculate the team's performance we need to have the support team's name with the feedback rating that the agent has obtained on the specific ticket.

Joseph Chung Yin · Answer

@Muhammad Ali Khan -

As stated by @Ste Wright out of the box CSAT setup, it is not possible.  Here are a few other options that you can consider -

* Look in Atlassian Marketplace for third party add-on which can give you enhanced functionality to collect/analyze CSAT - https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=CSAT
* Since custom reports can be created based on "Report based on the type of service request" as stated in https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/, you can create/setup different request type for each of your support team (not ideal, but it is an option).  Thus, you can focus on the request type(s) to further analyze CSAT results.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Ste Wright · Answer

Hi @Muhammad Ali Khan

Do you mean on the CSAT surveys?

This isn't possible as far as I know, at least beyond what is mentioned for reporting on this page: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/

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Where would you like the support team to be presented? And where is the team information kept in your instance (assuming one JSM Project does not equal one team)?

Ste