customer satisfaction survey is not sent

Arnoud vd Zwan
Contributor
October 17, 2023

In my jira service desk solution the customer satisfaction email is not sent when an issue is closed. What could be the cause of this ?

2 answers

1 vote
Dan Breyen
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2023

Hi Arnoud, in your Project Settings for JSM, under "Satisfaction settings" could you check to see if "Collect satisfaction (CSAT) feedback" is turned on? Usually the survey goes out when the issue is marked 'Resolved'.  Are you using that as part of your workflow? If the issue resolution is 'Unresolved' the survey won't be sent.

Also, are you getting emails for incident updates?  

If you create a test issue yourself, are the emails working as expected?

That would be a few things I would check.

Hope that helps.

0 votes
Simon Sahli
Contributor
April 22, 2024

We are having the same problem. I got the feedback from users that they did not get the CSAT notification mail after we have closed the issue (resolved it and status DONE). Other notifications they get from Jira.
I don´t really understand why in some cases users seem to get the CSAT notifications and in other cases they do NOT.

I can see cases created, via the portal, and via jira, that were rated since we are on Cloud, so it shouldn´t have something to do with that.

I am wondering if it has something to do with how the agent closes the ticket? 
Or does it has to do with how the reporter interacts within the issue (internal or external comments)?
All of our reporters are internal users and have access to this service project within Jira.

Thanks for any hints on how the trigger of the CSAT works...

Cheers,
Simon

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