CSAT Emails being sent

[Carolann Hess]

We have customers reporting they are not receiving the automated satisfaction survey that we have set up to send when a ticket is resolved.  Is there a way to view and confirm that the satisfaction survey was sent to the customer after the ticket is resolved?

[Lisa Forstberg]

Hi @Carolann Hess 

If you are using the out of the box customer notifications (Csat) the option for a customer to  give customer satisfaction scoring is bundled into the  "Request resolve"-notification to the customer.

Under customer notifications ensure that the Request resolved event is enabled. Also check the recipients for the notification event.

On your project menue (right side) there is a customer notification logs option for you view the outgoing notifications to customers. This will currently only list the notifications that have failed.  Look for the Request resolved - event. 

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/L

[Carolann Hess]

Thank you but I am not seeing the second part where you discuss the customer notification logs option.  Can you send a screenshot? 

[Lisa Forstberg]

Hi  @Carolann Hess 

You should find it if you go to project > see the left hand side project menue > underneath the cog wheel "project settings". You need to be project admin to see it. 

documentation about it is found here: https://support.atlassian.com/jira-service-management-cloud/docs/view-customer-notification-logs-for-your-service-project/

Here is some screenshots from my environment: