customer satisfaction | rating via Email and customer portal

[Irina D_Angelo]

Dear Support

we're using Jira Service Desk since beginn of the year. 

Our customer have the possibility to rate our service/tickets (customer satisfaction) and we can see their answers in the report or directly in the ticket. 

Now we've some questions about the customer rating:

1) Is it possible that the assigned person (the service desk employee) receive an email about the rating that was submitted by the customer? That would really be helpful.

2) Is it possible to show the rating in the customer portal? So that the customer can see it also directly in the ticket?

Thank you and best regards

Irina
land in sicht

[Angélica Luz · Accepted solution]

Hi Irina,

Thanks for reaching out to Atlassian Community!

The satisfaction survey is a great option to get customers feedback, but in Jira Service Desk the configuration is very restricted regarding the configuration.

With that said, currently, it’s not possible to add this option in the customer portal or send a notification for agents with their ratings. There is a workaround you can use to send agents an email, but in this case, it’s necessary to use the add-on Automation for Jira. You can find the steps in the community post below:

•  Request for Trigger: Satisfaction Survey completed

We have some feature requests suggesting the implementation of these abilities:

• Enable customer satisfaction survey on the Customer Portal
• Allow an agent to set the notification when they get specific rating in CSAT survey
• As an agent I want to be notified of my CSAT feedback so I can act on it

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

[Maruf Mamurov]

@Angélica Luz 
Hi, Angélica. Is that possible for customers to rate (5 star format) Service Desk's work directly from portal? 

[Angélica Luz]

Hi @Maruf Mamurov,

Thanks for reaching out to Community!

The satisfaction survey only works via email, it's not possible to add the survey on the ticket in the customer portal.

• Enable customer satisfaction survey on the Customer Portal 

In line with our Feature Request Policy, we'd suggest you vote for the feature ticket above as well as set yourself as a watcher in order to hear about updates on the development cycle.

Kind regards,
Angélica