Customer satisfaction x Microsoft Teams

Question

I made an automation to send the satisfaction survey to Teams when the ticket is closed, how do I add the token so that the customer can open it in Teams?

Olha Yevdokymova_SaaSJet · Answer

Hi @Aline Morimatsu

The native CSAT link depends on a token that isn’t easy to get in automation, as Bálint mentioned, so the workaround article is the native route.

Another approach you might consider is Smart Forms for Jira (developed by my team).

With it you don’t need to build a token yourself:

* Create a short satisfaction form (rating plus comment).
* Auto-attach it to the work item when it’s created or on trigger via Jira Automation. The form needs to be on the work item to get its shareable URL. Or you can Just share form externaly via link
* In your existing automation (ticket closed → Send Microsoft Teams message), get the Smart Forms URL from th ework item closed via Smart Value, plus you may pre-fill the form via known details from work item
* The customer clicks the link in Teams and the form opens directly. Responses are saved back to the same work item, can auto-update its fields and status.

You can also use conditional logic to show follow-up questions only for low scores, and export all responses for reporting.

Happy to help with the rule setup if needed.

Bálint Berente (META-INF) · Answer

Hi @Aline Morimatsu ,

you might want to retrieve a token for the native JSM CSAT feedback survey URL. You can use the workaround described in this article, so you can create a token by yourself to assemble the link to send into Microsoft Teams.

I work on Myra with META-INF, which has an automation action that can create a URL for a feedback survey, with more customization options, and can load the responses directly into the same Satisfaction field as JSM does. Would love to see how it would look in MS Teams!

Marc -Devoteam- · Answer

HI @Aline Morimatsu

Welcome to the community.

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.