Collecting Satisfaction Feedback from Ticket Assignee

[Raymond Mao]

I know there is the feature of collecting customer satisfaction (CSAT) feedback from a ticket reporter about the assignee. I'm wondering if I can collect feedback from the assignee on the reporter to collect data on how the ticket was submitted. e.g. all relevant info was given etc.  

[Dave Liao · Accepted solution]

@Raymond Mao - you can totally do this:

1. Create custom fields (or use existing ones) to collect this info. I suggest select lists or radio buttons - that will speed up data collection, and you can report against this data.
2. Create a screen to hold those fields (the questions).
3. Edit the workflow for your Jira project. In the final step where the assignee goes to close/resolve the ticket, edit that transition to show the screen you made in step #2.

Hope this helps!

[Raymond Mao]

Thank you, @Dave Liao ! I've never created a screen but I'm going to try that. Appreciate it!

[Dave Liao]

Good luck! ⭐

[Nilesh Mehta]

we want to know if we can sent Customer satisfaction feedback form second time if they dont provide feedback on the support service received. For example : If i have resolved the issue & CSAT form is sent to customer as soon as I mark the ticket to resolved/Closed. If customer doesnt provide feedback in 24 Hrs, then we want to send them reminder mail to provide feedback on the support received. I want to how we can achieve this though Jira Automation.

[Dave Liao]

@Nilesh Mehta - I recommend creating a new question (click "Ask the community") so your question gets more visibility. Offhand, I'm unsure if this is possible, as it doesn't seem like it's possible to reference CSAT/satisfaction info via the API. Hopefully I'm wrong!