It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Service Desk Satisfaction Notifications

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!

4 answers

1 accepted

0 votes
Answer accepted
Brant Schroeder Community Leader Jul 23, 2018

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.

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

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!

Emma,

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

Victor

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!

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.

R.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

283 views 0 5
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you