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

[Shasheekant Patel]

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 _Koios_]

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