Customer Feedback/CSAT survey not working even though turned on/configured

[Mohsen Hafiz]

In Jira Service Desk despite it being enabled, the CSAT or feedback survey doesn't get included in a ticket email notifying a customer that the ticket has been closed. 

All other things seem to be working, inbound and outbound email, just not the CSAT being included in the email that goes to the customer letting them know that the ticket has been resolved. From reading the Jira documentation this is supposed to be something that is included in the body of that email yet it's not.

[Mohsen Hafiz]

It ended up being a bug in the workflow, had to remove two post functions for the resolved status workflow to trigger correctly.

[Patrick Cartier [Candylio]]

Hi @Mohsen Hafiz,

So just to clarify.  The customer is receiving the email that the ticket is resolved, but the survey is not included in that email? 

If this is the case I would start here and troubleshoot the mail and mail handlers: 

https://confluence.atlassian.com/jirakb/mail-and-mail-handlers-troubleshooting-211649643.html