Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage
Highlighted

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

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.

1 comment

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

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

Comment

Log in or Sign up to comment
TAGS
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

1,651 views 23 33
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you