Is it possible to change the timing of when the CSAT survey gets sent out?

Question

I have a service management workflow that looks like this:

To Do -> In Progress -> Resolved -> Closed

When a ticket is transitioned to Resolved, the JSM agent sets the Resolution field and requests for an approval from the reporter to confirm that solution resolves their ticket.

* If it's approved then the ticket transitions to Closed
* If it's declined then the ticket transitions back to In Progress

The issue I'm facing is that the CSAT survey gets sent out when a ticket gets transitioned to Resolved but we actually want to send it out when a ticket is Closed (after the reporter has approved).

Is there a way to change the timing of when they CSAT survey gets sent out to customers?

Tom Chan · Answer

Hi @RC ,

If you are still stuck, we have a Customer Satisfaction survey for Jira which can help you define when you want to send the survey with a JQL (more details can be found this documentation page.

Cheers,

Tom

RC_8ydfo8 · Answer

Thanks all. Having had a closer look at this article (https://support.atlassian.com/jira/kb/resolve-issues-with-csat-surveys-in-jira-service-management-cloud#solution) it seems like I'm stuck and might need to instead use Automation to better control the timing of the CSAT survey. The article states that the CSAT is triggered when either the resolution is set, or when ticket is closed.

Marc Koppelaar · Answer

@Trudy P Claspill

In theory based on the statement your proposed solution should work, but in deed this needs to be tested to validate this.