Testing customer satisfaction

[Jim Stewart]

This is set up in our system. What triggers the email to the user? Moving it to 'done?' And do notifications have to be turned on? I ask this because they are all turned off and yet when a new issue is entered, a 'we're working on it' email is generated and that seems to go. 

[Kian Stack Mumo Systems · Accepted solution]

@Jim Stewart, 

Navigate to Project Settings > Customer notifications turn off the Request Created notification.

[Jim Stewart]

Great. Two follow-up questions:

1. Is it possible to add the satisfaction report to the dashboard? It seems like the only place I can find it is in Project Settings-Customer Satisfaction.
2. Is the survey that sent to the customer modifiable in any way? So right now it goes from Very Poor to Very Good. That my suffice but just curious. 

[Kian Stack Mumo Systems]

@Jim Stewart,  

In order to show satisfaction settings on a dashboard, you'll need to do the following:

1. Create a new custom report in the Jira Service Management reports section with the series "Average rating"
   
2. After creating the report, navigate to a dashboard where you would like to place the report.
3. Add a new gadget of the type Service project report.
   
4. Pick the new report that you just created.

As for the survey, you can modify the question that is sent. To do so, navigate to Project settings > Satisfaction settings and then modify the question. But you cannot modify the rating options available.

Thanks!

KIan

[Jim Stewart]

Excellent. All working as advertised. Thanks.