Sending survey in different states

Gerardo Hermosilla

 

Jira service desk does not allow me to modify the status in which the survey is sent.

My workflows changed for each type of request. T

herefore I no longer receive the survey.

Because it is only sent in the Resolved state and I do not use that state in my flows.

Is it possible to do this, other than by automating sending an email with a survey link?

Bruna Silva

Hello @Gerardo Hermosilla,

Thank you for reaching out to Atlassian Community!

The Satisfaction survey will be sent to the reporter when the following happens:

• Issue Resolution is set and Request resolved customer notification is enabled (for company-managed projects only);

or

• Ticket is transitioned to status related to the Done category (when the status is green) and the Customer-visible status changed customer notification (or Request done in team-managed projects) is enabled.

You can see more details about it in the following document:

• How to troubleshoot when customer satisfaction survey is not being sent in Jira Service Management Cloud

If you have any other questions regarding this matter, please let us know.