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Service desk CSAT request not working

I've enabled the Service Desk CSAT customer review. But somehow client's don't get the request when completing / closing a ticket. I've tested it my self with a private email address.

They do receive all other email notifications from the Service desk. 

1 answer

0 votes
Fahad Siddiqui Community Leader Oct 03, 2020

@Niels 

First check to see if notifications are enabled. If you're an admin you can troubleshoot the email server.

This can be related to your email problems

Hi, 

Thanks for your reply. We use the default notification scheme for our service desk.

Fahad Siddiqui Community Leader Oct 05, 2020

@Niels 

can you please check the below settings from your side and confirm.

If you want a customer to receive a notification for issue resolved, you need to enable the notification on Project settings > Customer notification and Enable the "Request resolved". This setting will affect all tickets, so it's important that you enable before resolving the ticket.


Customer won't receive notification if you remove them from the reporter field.

I've enabled it and closed a test ticket. Somehow i didn't receive that specific email. 
All other mails (creation of ticket etc.) are received. 

Fahad Siddiqui Community Leader Oct 05, 2020

@Niels please click on 

Notification helper put the user name and provide your feedback.

@fahad 

I'm sorry, where can i find that?

Fahad Siddiqui Community Leader Oct 05, 2020

@Niels 

you need to go in 

Project settingsUntitled.jpg

@Fahad Siddiqui 

Event: Issue closed
User: name@domain.com 
Project: Support
Schedule: Default Notification Scheme
Issue: SUP-375
Status: name@domain.com Receives notifications for the 'Issue closed'. event name@domain.com will not receive any notifications of your own changes.

name@domain.com is the reporter

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