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CSAT is not being sent every time we closed a ticket

stephen.edwards

Despite following the instructions in the help app (ROVO) i.e.

turn CSAT on
ensure notifications for request resolved is turned on
ensure tickets have a valid request type
ensure the status (being changed to) is 'DONE'

Only some of the resolved tickets send out a CSAT. There does not seem to be an obvious reason for the ones that are/are not sending out notifications i.e. they are in the same workflow, being changed to the same status and are the same request type.

Can anyone suggest why the CSATs are being sent for some and not others?

Thanks in advance

Accepted answers

Arkadiusz Wroblewski

Hello @stephen.edwards

Here you can find some list of possible things causing csat not being sended Resolve Issues with CSAT Surveys in Jira Service Management Cloud | Jira and Jira Service Management | Atlassian Support

Best,

Arek🤠

All comments

Tom Ivkovic

The most likely cause is the Resolution field. Jira Service Management sends the CSAT survey when a request's resolution is set, not just when it reaches a Done status. If a transition moves a ticket to DONE without setting a resolution, no survey goes out, even though everything else looks identical.

That fits your pattern, because tickets in the same workflow can reach DONE through different transitions. For example, one transition from "In Progress" might set the resolution through a screen or a post function, while a transition from "Waiting for customer," a global "any status → Done" transition, or an automation rule doesn't set it. Tickets moved by automation or bulk change are common culprits.

To check, compare the Resolution field on a ticket that sent a survey with one that didn't. You can also run a JQL search like status = Done AND resolution = Unresolved to find tickets that are Done but have no resolution. If those match the ones without surveys, fix it by adding a "set resolution" post function or resolution screen to every transition into DONE, including any automation rules that close tickets.

If the resolution is set on both kinds of tickets, a few other things can stop the survey:

Who the reporter is. The survey goes only to the reporter, not to request participants, and generally not when the reporter is an agent or licensed user, such as a ticket an agent raised for themselves.
The customer's notification settings. The customer may have turned off notifications, or their account may have no usable email address.
A repeat resolution. A survey is sent only once per request, so tickets that were resolved, reopened, and resolved again won't send a second one.
How the ticket was created. A ticket created as a plain Jira issue rather than a customer request may not behave the same, even if a request type was added later.

Arkadiusz Wroblewski

Hello @stephen.edwards

Here you can find some list of possible things causing csat not being sended Resolve Issues with CSAT Surveys in Jira Service Management Cloud | Jira and Jira Service Management | Atlassian Support

Best,

Arek🤠

stephen.edwards

Many thanks for this, but unfortunately this didn't resolve it. The resolution is now being set (previously wasn't) so at least that is ruled out now - thanks! I will carry on digging through the article Arkadiusz has sent

stephen.edwards

Many thanks for this - it all looks good except one item, so I am double checking this now and will let you know if this sorts it. Thanks for your help

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