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Atlassian Assist (Halp) is not updating satisfaction reports

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Adam Dooley
Adam Dooley May 04, 2023

Hello,

We are working and testing out adding Atlassian Assist into our environment. We found the best solution for us is to use the "Private Updates" feature. But we noticed that after a ticket is resolved and the user rates the satisfaction report and leaves a comment, we aren't seeing that reflect to our JSM project. Seems to be hit or miss.

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Mikael Sandberg
Mikael Sandberg
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May 04, 2023

Hi @Adam Dooley,

Welcome to Atlassian Community!

Currently the satisfaction report that the user leaves via Assist stays within Assist and is not moved into JSM. All of this will change with the new Virtual Agent that is coming (currently scheduled for Q4 2023) and will replace the current Assist. In the new one you will see both the satisfaction for issues solved by the Virtual Agent and a real agent from within JSM. 

You can sign up to be part of the EAP for the Virtual agent from this page. Based on what I have seen so far I cannot wait to get my hands on it and implement it on my instance.

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Adam Dooley
Adam Dooley May 04, 2023

Where am I able to see the reports from within Assist. If they are being logged in Assist there should be a place I can find them, correct?

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Adam Dooley
Adam Dooley May 04, 2023

I am finding that some are hitting JSM and my Project and are updating with the built in Satisfaction report but we had a few that were not updating or reflecting on the ticket at all

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Mikael Sandberg
Mikael Sandberg
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May 04, 2023

You could try and access it via <slack workspace name>.halp.com, that should take you to the Halp backend and you can see the CSAT if you go to reports. 

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