Satisfaction settings - disable sending for certain resolutions? Edited

Hey everyone,

We just implemented Service Desk and have run into an issue. We primarily have tickets generated via the Email channel. So, if an application is down, we tend to get a lot of emails letting us know. If we bulk close these tickets, without the need to reach out to the user (a company-wide email was sent out notifiying them), we don't really want them to get a survey request. Service Desk Team members are getting low satisfaction scores just because a particular application was down for some time, meanwhile it wasn't because of the service for that particular ticket.


TL;DR - can you modify when the survey requests are sent out?



1 answer

0 vote

Hello @Jarrod Mochnick

Satisfaction survey is sent out based upon two conditions :

1- Issue Resolution is set

2- Request Resolved notification is enabled

When an issue is closed (Resolution set) on a transition for which the associated notification event IS NOT "Request Resolved", there should be no Satisfaction survey notification?

You could set up a "resolved" transition with "Request Resolved" event (and a Satsisfaction survey) and a "closed" transition with "Request Closed" event (and no survey at all).

Suggest an answer

Log in or Join to answer
Community showcase
Emilee Spencer
Published Friday in Marketplace Apps

Marketplace Spotlight: DeepAffects

Hello Atlassian Community! My name is Emilee, and I’m a Product Marketing Manager for the Marketplace team. Starting with this post, I'm kicking off a monthly series of Spotlights to highlight Ma...

56 views 0 3
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot