Currently, it's not possible to add more than one question to the survey using the customer satisfaction in a service project.
However, with forms and an automation rule, it's possible to add a Form automatically to the request to get more details about Customer Satisfaction. If that sounds as a good alternative for your use case, please follow the steps below:
First, create and configure the form according to your use case: Create or edit a form.
If you want to use a filter or dashboard with the customer's response later, please link the form fields to Jira fields to use the Jira fields to create the filter or dashboard.
You can also use info panels in the form to inform the customer about the steps to Edit the form and submit it, as you can see below:
After that, you can create an automation rule to add the form when the ticket is transitioned to a final status by following the steps below:
1. Open the service project > Project settings > Automation > Select Create rule
2. In New trigger > Select Issue transitioned
3. In To field, select the final statuses configured in the workflow associated with the project > Save
4. Select New action > Attach forms
5. In the Forms field, select the form you've created before > In Visibility, select External > Save
6. Name your automation rule and turn it on
Extra tip: You can select Add an action > Send email > In the To field, select Reporter > Fill in a Subject and Content
- In the Content, you can also use the following HTML code to create links and {{issue.url.customer}} as the smart value to place the link to the portal in the notification:
- <a href="{{issue.url.customer}}">click here</a>
Your automation rule will be similar to the screenshot below:
Note that: Anyone with access to the ticket will be able to edit the form and consequently evaluate the support. So the recommendation is to use the Send email action in the automation rule to notify only the reporter.
However, if you don't want to use the automation to send the notification, you can edit the customer notification content to add the steps and inform the customer how to complete the form and evaluate the assistance received in the ticket:
1. Open the service project > Project settings > Customer notifications(or Project settings > Notifications > Customer notifications, for Team-managed projects)
2. In the Request resolved customer notification(in company-managed projects) or Request done(in team-managed projects), select Edit > Add the steps to edit the form.
This alternative solution will work as demonstrated in the video below:
Also, please note that we have a Feature request asking for the ability to have multiple questions in CSAT survey, as we can see below:
Bruna Silva
Support Engineer
Atlassian
8 accepted answers
15 comments