Service Desk Satisfaction Survey

Question

I understand that the Survey is sent with the notification for resolved tickets. However, there are instances that our customers are unable to response within two days.

Or just was not able to see the notification.

So here are my questions:

1. How do we resent the Satisfaction Survey?

2. Is there a way to allow customers to provide feedback on the ticket view?

3. Our workflow prevents ticket updates once it has been closed (2 days after it being resolved) is there a way to bypass this when a customer is providing a feedback? Please know that we cannot allow customers to update tickets when the ticket is closed.

Joseph Huynh_hws0xg · Answer

both of the features you are asking are not available out of the box for JSD. You might want to check out CSAT for Jira Service Desk on marketplace.

Marc Jason Mutuc · Answer

Sorry. I don't want to delay the CSAT being sent. I would want it to be able to resend it while the ticket is not closed (different from resolved).

Joseph Huynh_hws0xg · Answer

The default delay is 1m for CSAT survey for Jira Service Desk. It is not possible to change this delay to 2 days. However the plugin for CSAT on marketplace would allow you to extend this delay.