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How to add questions for the Survey in the customer satisfaction page

Ganesh_Bangaru
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January 5, 2024

Hi,

We have followed below Article and Enabled CSAT in jira servicedesk

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-when-customer-satisfaction-survey-is-not-being-sent-in-jira-service-management-cloud-1167820244.html

Need help on this below

  1. Trigger the Satisfaction Survey post completion of ticket to the Customer or any user.
  2. Need to add 5 to 6 questions for the Survey in the customer satisfaction page.
  3. As Reporter for most of the tickets are Mck IT Team/ contractor or Our team, need the change in the Email ID option post completion of ticket , so that the Survey will go to McKesson Customer / End user.

Thanks

 

1 comment

Marc Koppelaar
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January 8, 2024

Hi @Ganesh_Bangaru 

  1. When tickets get to the "Done" stae of the workflow, is a resolution set on the issue? A screen on the transition on workflow post function could achieve this.

    This is needed to trigger the CSAT to be sent.
  2. No there is only 1 question option, if you want more, you would need to look into an Atlassian marketplace app that provides more CSAt options, see here or here.
  3. Use an automation rule to update the reporter on completion

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