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In September 2021 we turned off the built in Jira customer satisfaction setting. Recently we received a ticket from 2018 where a customer provided feedback.
Is this expected?
This is a quite a niche question - I've not personally come across this issue before!
I would assume that turning off the CSAT option stops new tickets from receiving the surveys - but doesn't stop a user from responding to a previous survey, as it had already been sent prior to September 2021.
Do any new customers get the surveys? If not, it's working as intended.
If you want further clarification, I'd recommend contacting Atlassian directly to confirm my above theory, due to the rarity of this happening - you can contact them via: https://support.atlassian.com/contact/