CSAT - How can I see that CSAT Questionnaires are being sent after a ticket is closed?

Question

We have now got CSAT working but we cannot see which tickets it is being sent from without creating test tickets.

Is there a way of reporting on this, so we can be sure that they are being sent (previously they stop sending without us knowing).

Thanks - Stephen

Abaho Katabarwa (Katabarwa Labs) · Answer

JSM's built-in outgoing notification system only logs failures, which is why there is no way in the native UI to confirm CSAT sends short of the Automation mirror approach above. The comment referencing JSDCLOUD-16298 is accurate: a native send audit does not exist yet.

Full disclosure: I work for Katabarwa Labs and we built Notification Log for JSM for exactly this gap. It hooks into Jira's notification events and records every outgoing customer notification the moment JSM fires it, including the "Request resolved" notification that carries the CSAT rating embed.

What that gives you:

* A timestamped record per notification fire, by ticket and notification type, confirming it went out
* A searchable, retained log, so you can audit any period without creating test tickets or building Automation mirrors
* CSV export for reporting or compliance review
* Runs entirely on Forge inside your own tenant, so no data leaves your org

One honest limit: the log records the notification event at the JSM layer, not a delivery receipt from the recipient's inbox. You will know whether JSM fired the send and to whom, but not whether the customer's mail provider accepted it.

https://marketplace.atlassian.com/apps/966773862/notification-log-for-jsm

If it does not quite fit, say what would and we will look at building it.

Sami Shaik · Answer

Thank you for checking the ticket. Atlassian's current CSAT troubleshooting KB still names JSDCLOUD-4038 as the tracking issue for the resolution-set-twice case, which is where I took it from; if the ticket is closed as Cannot Reproduce, the KB is behind the tracker and the symptom in the KB still stands. For the monitoring ask in this thread, JSDCLOUD-16298 (audit logs for surveys sent) is the one to vote on; I have.

Numeric Oasis · Answer

Worth saying outright that what you are asking for does not exist yet and is tracked, because it changes how much effort the mirror rule above is worth. JSDCLOUD-16298, "Need audit logs for CSAT survey sent", is at Gathering Interest with five votes, filed in March 2025, and its summary is exactly your problem: there are no logs to tell you whether survey emails reached customers. Atlassian records no workaround on it. So the automation mirror rule is not a clunky substitute for a built in report, it is currently the only route.

There is also a structural reason these stop quietly, beyond the Resolved notification not firing. JSDCLOUD-14894, "Send satisfaction survey as a separate notification", documents that when a request takes several status changes in quick succession and is then resolved, the survey is bundled into the notification for those status changes rather than going out on its own. Delivery is therefore coupled to notification batching, not only to whether the resolve notification fires at all. That is the open ticket to vote on if you want the survey decoupled.

On JSDCLOUD-4038, the mechanism it describes is the right one to have in mind, but note it is Closed as Cannot Reproduce and dates from 2016, so a vote there will not register anywhere. JSDCLOUD-16298 and JSDCLOUD-14894 are the live ones.

One addition to the mirror rule that turns a silent failure into an alert: alongside logging the send, schedule a rule that looks for requests resolved more than a few days ago where Satisfaction is still empty, and have it post to a channel once the count crosses whatever your normal response rate implies. You will not learn that an individual email was delivered, but you will learn within days that the whole mechanism stopped, which is the failure mode you described.