Customer satisfaction

Question

Hello,

My team creates tickets and assigns them to an organization based on the project they are related to. Upon resolving and closing the ticket, shouldn't the Customer satisfaction survey be sent to the members of that organization? I have verified that the survey setting is enabled, but it is not being sent out. Anyone have any ideas?

Thank you

Dave

Dave Calabro_2d0afy · Answer

It does thank you.

Fabian Lim · Answer

Hi @Dave Calabro

A status to  "resolve", does not automatically fill out the "resolution" field.  Here are the best practices on the resolution field: https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

I think they have to have a Request type assigned as well, so it has to be created from the portal.

I hope this makes sense.

Fabian

Dave Calabro_2d0afy · Answer

Hello Fabian,

Once the issue has been taken care of. We change the ticket status to Resolve.

Does the survey only go out when a ticket is created by a customer?