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?
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).
Yves Thomas has a point.
I've modified my "Resolve Issue" transition as following and solved the issue:
1. Removed "Resolution" field from the screen, so this field is not set during the transition
2. Added a post-function "Set resolution field to Fixed" just after Event fired
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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