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Customer Satisfaction in JIRA Service Management is not working

Donna McGahan_clwtwr

We have Customer Satisfaction enabled and we have Done in our Workflow but no surveys are being sent out to customers. Help!

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John Funk

Hi Donna,

Are the users receiving other emails?

Try creating a test ticket with you as the Reporter. Move it through the process and have someone else mark it as done, then see if you get the email.

Donna McGahan_clwtwr

Hi John,

I did create a test ticket and did receive emails but when I closed the ticket as Done no customer satisfaction survey was sent.

Paul Wiggers

Hello @Donna McGahan

The CSAT checks for the resolution, not the status. Is the issue getting a resolution when you transition it to Done?

If so, can you provide screenshots of the issue and your workflow (including any post triggers)?

Donna McGahan_clwtwr

Hi everyone,

We've decided to go another way and not use the built in CSAT.

Thanks,
Donna

John Funk

Are you setting the Resolution field in your workflow when you move the ticket to Done?

John Funk

Hey @Donna McGahan - Just curious, did you decide to not use it based on the email not getting sent? Did you try setting the Resolution field to see if the email got sent?

Donna McGahan_clwtwr

The resolution field was set but the satisfaction email was never sent. We decided to use this method instead:

https://www.youtube.com/watch?v=RrwQbHHljlY

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