Are you in the loop? Keep up with the latest by making sure you're subscribed to Community Announcements. Just click Watch and select Articles.

×
Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Products
See all
Community resources
Top groups
Explore all groups
Community resources
Learn
Community resources
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Join now to unlock these features and more

Automate close ticket

Win
Win
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Get involved
Nov 01, 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.

Answer
Watch
Like Be the first to like this
104 views

1 answer

0 votes
Joseph Chung Yin
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.
Become a leader
Nov 01, 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.

View More Comments
Win
Win
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Get involved
Nov 02, 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?

Like
Joseph Chung Yin
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.
Become a leader
Nov 02, 2023

@Win -

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

Best, Joseph

Like
Reply

Suggest an answer

Log in or Sign up to answer
Jira Service Desk
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events

See all events