Configure CSAT event trigger in the JSM workflow if you have multiple status in done category

Question

Dear Community Member's,

I hope you all are doing well!!

As an Jira Admin I want to try to configure the CSAT trigger for the Customer satisfaction survey in the default workflow of the ITSM templates. I have checked from my end and not found any manual configuration for this event trigger.

Kinldy help me for: How to change the CSAT message trigger in the JSM workflow for default ticket categories if you have multiple status with done category.

Tomislav Tobijas · Accepted Answer

Hi @Shasheekant Patel ,

As far as I know, this isn't supported either on the cloud or on DC. Basically, as soon as you set the resolution, CSAT will be sent to the customers if you have it enabled.

There's a feature suggestion (pretty much what you're looking for): JSDCLOUD-3986: Customize what status to send the JIRA Service Desk CSAT

I guess some workarounds would be to create automation with some custom feedback forms which would be sent once the ticket reaches a specific status. However, I've never implemented something like that so it would need a bit deeper analysis.

Cheers,
Tobi

Marc Koppelaar · Accepted Answer

Hi @Shasheekant Patel

As @Tomislav Tobijas mentions this is not an option to configure the CSAT.

The CSAT mail acts on the customer notification Request resolved and Customer-visible status changed.

You could disable the Request resolved notification, this wil stop sending the defalt CSAT email.

Then create an automation rule that sends an email on Resolving the issue to the reporter and create an automation rule that holds a link to the CSAT.

The you could differentiate based on status if the CSAT would need to be sent.

A setup of this automation can be found here: how-to-send-csat-link-to-customer-using-custom-notification-via-automation-when-default-request-resolved-customer-notification-disabled