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Satisfaction: changing settings

Hi everyone!

Q: How can I change the service request settings, so that satisfaction can be set, before the service request is resolved?

4 answers

2 accepted

3 votes
Answer accepted
Pramodh M Community Leader Jan 25, 2022

Hi @Александр 

Welcome to the Community!!

It's not configurable in JSM. You can use the Marketplace plugins to customize it


Thanks for the answer

Like Pramodh M likes this
2 votes
Answer accepted

Hi @Александр ,

customer satisfaction is based on ticket resolution. If enabled, the customer satisfaction will be send as soon as ticket is resolved. Ticket resolved means that a resolution has been set for the ticket and it could be done in any status and not necessarily when ticket is transitioned in resolved.

It depends from your own workflow.

Hope it helps,


i'm sure there is somewhere i can change that, for my workflow. All i want to do is give users ability to set satisfaction while ticket still active. 

For example: The user can set satisfaction during communication with a specialist, so we can track satisfaction at any moment of the ticket. May be specialist advised incorrectly, or something like that, so we can track whole life of the ticket.

My problem - i couldn't find settings that allows to change that. If we try to set satisfaction while ticket is not resolved, but JSM says that - "Satisfaction can't be set while status is not resolved

First of all, i'll try plugin, that @Pramodh M advised

Hi @Александр ,

as said before, in your workflow you can set resolution field when specialist provide an information to customer. If there's a resolution value, even if your ticket is not on resolved status, customer will receive a satisfaction email. 

Hope it clarifies your doubts about Satisfaction can't be set while status is not resolved


Like Александр likes this

Thank you, i'll keep that in mind

Hi @Александр 


Did you finally manage to measure the satisfaction of your ticket? (while it is still not resolved)

I am now looking to do exactly the same but I can't find where.


I would be grateful if you have any suggestion to give me.




Hello @Jennifer 

At the moment this issue has not been resolved. Satisfaction is established and included in the satisfaction report ONLY after the ticket has received the internal status "resolved".
In my case, I use two types of ratings:
1. Evaluation during the maintenance of the ticket, which, unfortunately, is not included in the report, but allows you to track customer satisfaction during the maintenance of the ticket.
2. Evaluation after status "resolved". This rating is already displayed in the reports: "Satisfaction"

Despite this, I can view the history of the change in satisfaction in the ticket, because the ticket is indicated in the history.
Unfortunately, this is a manual work, until I found how to automate and receive ticket notifications as soon as satisfaction was established.

0 votes
Rilwan Ahmed Community Leader Jan 25, 2022

Not possible.

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