CSAT Not working even if enable

[paroy]

Is there another configuration to enable the CSAT email. After multiple tests, only this email is not sent to customers.

[Angélica Luz · Accepted solution]

Hello Paroy,

Welcome to Atlassian Community!

The CSAT notification is sent to the customer when an issue has a resolution.

If the ticket is resolved and closed without a resolution, the survey won't be sent because it doesn't depend on the status, but the resolution.

Please, confirm if the affected tickets have a resolution and let us know if you have any other questions.

Regards,
Angélica

[paroy]

Thanks for your response! Unfortunatly, we created a automation to change the status and the surveyr doesn't seem to be sent....

Can you help us again ?

[Angélica Luz]

Hi @paroy,

Can you check if the automation also adds a resolution to the tickets? 

Is it a next-gen or a classic project?

If possible, share the automation rule with us, so we can create the same here to test.

[paroy]

Thank you for your reply. It has been resolved since my last comment. We didn't realize that the CSAT also relied on the "Issue resolved" customer notification to be "on" before it could be sent.

Thanks for your answers.

[Angélica Luz]

Thank you for the details, @paroy.

I tested here for both Classic and Next-gen project and disabling the Request Done/Resolved notification, the CSAT survey is sent.

Is it working if you let the notification "Request Done/Resolved" enabled?

Is there any other notification disabled?