client feedback when ticket is closed

[Nidhal yahyaoui]

Hello,

it is possible to active the client feedback when the ticket is closed , instead of the default configuration by Jira who configured when a ticket is resolved

[Nikola Perisic]

Welcome @Nidhal yahyaoui 

You can collect customer feedback with customer satisfaction. Go to Project Settings > Request management > Request types > Customer satisfaction - make sure that CSAT is toggled on.

From the moment you activate this and when the request has been resolved, your client will receive an email to rate their customer experience and also to add a comment. You can also review this within your reports in your service management project.

[Nidhal yahyaoui]

Hello @Nikola Perisic

to clearfy my request :

I create an automate notification custom email when a state of ticket is closed , so i want to integrate the CSAT to this email , and when a state of ticket is resolved i d'ont want a CSAT added to notification . 

[Nikola Perisic]

@Nidhal yahyaoui 

To add a quote:

"You can send satisfaction rating email notifications to your customers whenever a request is resolved." This means that notification is sent when the request is indeed resolved. This is how the customer satisfaction has been developed and it cannot be modified.