Automate close ticket

Win
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November 1, 2023

Hi

how to automate close the resolved tickets and set customer satisfaction to 5 stars within 3 days if there is no feedback and reply from them? and if they reply it after 3 days it would also automatically create a new ticket with a link as the reference to the previous ticket.

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Joseph Chung Yin
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November 1, 2023

@Win -

Welcome to the community.  Unfortunately, it is not possible on what you are asking - especially setting the CSAT to 5 stars via automation setup.

CSAT is designed for customers of his/her issues raised to provide the feedbacks/rankings.

In regards your second ask, it is also not possible out of the box to auto create a new case based on CSAT response + referencing the original case.

Hope this helps.  Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Win
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November 2, 2023

What if we want to automate close the resolved tickets within 3 days if there is no feedback from the customer, is this possible?

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 2, 2023

@Win -

No.  Again CSAT is supposed to obtain response from your customers not altered by your custom process for the response.

Best, Joseph

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