Can I configure the time the satisfaction survey will be available for customer response?

[Ivo Pereira Tromm]

Can I configure the time the satisfaction survey will be available for customer response?

[Angélica Luz]

Hi Ivo,

Thanks for getting in touch with Atlassian Community!

The Satisfaction Survey on Service Desk is sent when a resolution is added to the ticket. Currently, it's not possible to manually send the notification or select a specific status to send it. 

There are two feature requests suggesting improvements for that:

• Customize what status to send the JIRA Service Desk CSAT
• Allow Customization of Service Desk survey trigger 

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

[Ivo Pereira Tromm]

Thanks Angelica!

But I have another doubt. After how long can the customer answer the survey?
Is available forever or I can put a deadline to return?

Tks.

[Angélica Luz]

You are welcome!

The survey won't be available forever, but to be honest, I didn't find how long the survey will be available.

Below is a screenshot of what customers will see when the survey expires:

To test for how long the survey is available, I closed many tickets on my test site in order to click on a survey every day to confirm when it will start to show as invalid. 

Once I have an answer for that, I'll post here and check if they can update our documentation.

[Angélica Luz]

Hello @Ivo Pereira Tromm,

I've been testing the survey since my last response here and it has been working normally. 

It was about 40 days testing and it didn't expire, I talked to the team responsible for that and they told me that indeed the survey doesn't have an expiration date, so what I said on my previous response was wrong. Sorry for the misunderstanding.

The CSAT notifications include an auth token which is stored as a property on the issue, so it's possible to remove this by using API.

I tested the endpoint below and it works:

curl -v --request DELETE \
--url 'https://xxxxxxxx.atlassian.net/rest/api/2/issue/ISSUE-KEY/properties/feedback.token.key' \
--user 'email@domain.com:APITOKEN' \
--header 'Accept: application/json'

So, after a while, if you don't want the survey to be available anymore, you can run the API above to delete the token for the survey to be unavailable.

Hope this helps!

Regards,
Angélica