Auto Satisfaction Rating - why?

[Isabel Pietruk]

Hi Community,

we experience an strange behaviour which we currently cannot make sense of. I have not found anything browsing for it so I thought it´s worth asking here.

In our Jira Service Management we enabled customer satisfaction which is a simple on-off switch:

For tickets created via Email (e.g. due to a partners system sending us a request via mail and where all communication happens via mail back to the email - so no one logging into our customer portal) we find a strange behaviour of getting exactly 2 min after the agent closed/resolved the ticket a satisfaction which is always 1 star.

We might get an auto-email reply back from the partner saying something like "we have got your request and are on it - please bear with us" whenever we send an email to them triggered by an action in our Jira Service Management.

We checked with many of those partners and they confirm that there is no user interaction involved their end - aka: no user is giving this rating based on our prompt to rate us.

Of course all those 1 star ratings in such cases makes our average rating look quite low.

Question:

Does anyone have an idea how to prevent auto-replies by partners to give a rating automatically?

We have been searching high and low for any kind of automation in Jira (Service Management) already but have not detected any such thing.

Many thanks

Kind Regards

Isa

[Marcus Jones · Accepted solution]

Hi @Isabel Pietruk - Seems like this might be a bug, I see several community members have been asking the same question for some time. Here are a couple links

 Replying to email of a resolved issue automaticall... (atlassian.com). 

Customer continually sends 1 star ratings - potent... (atlassian.com)

I would suggest opening a support ticket with the Atlassian team and going from there as the above links don't seem to provide a resolution.

[Isabel Pietruk]

Hi @Marcus Jones ,

thanks for the feedback.

I will create a bug.

Thanks

Isa