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Service Desk Satisfaction Notifications

Emma Nielson

Is there a way for us to receive notifications when someone responds to the satisfaction email? We want to be able to respond back to them as fast as possible asking them how we can improve upon the answer we originally gave them. With how busy we are, we'd love to receive notifications letting us know that someone responded so we don't have to check the report every half hour or so. Is this possible?

Thank you!

Accepted answers

Brant Schroeder

Emma,

You will not be notified of customer rating responses. You will have to periodically check the reports in the service desk to see who and when individuals responded.

All comments

Victor Mutambuki

Emma,

I'm not sure if you can reply back, however, they'll leave a message and a rating to let you know their experience.

https://confluence.atlassian.com/servicedeskcloud/collecting-customer-satisfaction-csat-feedback-790791332.html

Victor

Emma Nielson

Thank you for answering! I know they can leave a rating and a message about their satisfaction, but do we receive notification emails letting us know they have done so? If not, is there a way for me to turn those on?

Thank you!

Victor Mutambuki

Emma,

Please see the topic View Customer Feedback on the same link.

Victor

Emma Nielson

Hey Victor, I know I am able to see their ratings from the site, but I am wondering if I will also receive an email from them letting me know that someone has rated my response. The link you sent me does not answer that. Thank you!

Brant Schroeder

Emma,

You will not be notified of customer rating responses. You will have to periodically check the reports in the service desk to see who and when individuals responded.

Rostislav Harazin

Hi Emma,

you can consider to create a Filter like:

"Satisfaction date" > -1d ORDER BY created DESC

for "Yesterday's Customers satisfactions" and set up Subscription with Daily Schedule and "once a day" Interval.

Hope it will help.

Orion Wiest

I know this is a pretty old inquiry, but you might consider utilizing Jira automation.

When field value is changed (field = satisfaction)
Change type = any changes

Then: Send an email (to assignee, to service desk team, etc.)