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Insert user review comment input in "Request resolved" notification email

pablo_salamano
pablo_salamano
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Oct 06, 2023

Hello everyone there, this is my first question for the community, i hope my requeriment is correctly defined.

 

I need to put an input box in the user review notification email sent when a request is resolved as shown in Jira:

Feedback form.

Can you help me? thxs

 

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Joseph Chung Yin
Joseph Chung Yin
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Oct 06, 2023

@pablo_salamano -

Welcome to the community.  Can you clarify on what you mean by an input box in the system notification when issue is resolved to the customer?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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pablo_salamano
pablo_salamano
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Oct 06, 2023

according to Jira "A confirmation page is displayed on the customer portal, where they can change the rating, and optionally provide any additional comments that they would like to convey to the team."

i would like to know how to access to this feature.

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Joseph Chung Yin
Joseph Chung Yin
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Oct 06, 2023

@pablo_salamano -

The SLA (CSAT) setup is out of the box and you cannot implement the input box in the system notification template to the customer when issue is resolved in JSM.

You can check to see if CSAT is enabled for your projects in question - Go to the project and Project settings >> Satisfaction settings - Ensure "Collect satisfaction (CSAT feedback is enabled.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-customer-satisfaction-surveys-csats/

Afterward, access Project settings >> Customer notifications to ensure "Request resolved" notification event is enabled.

Hope this helps.

Best, Joseph

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