in Jira SM, can we trigger a customer satisfaction survey to our own email id?

[Vineela AK]

in Jira SM, can we trigger a customer satisfaction survey to our own email id to see how it works? If Yes, how can we do that?

[Walter Buggenhout]

Hi @Vineela AK,

Create a ticket through the portal as if you were a customer (you should be the reporter of the ticket). Make sure the customer satisfaction feature is enabled. Then resolve the ticket. When it is resolved, the satisfaction survey is sent out to the reporter (the customer), so you should be able to verify how it works.

Hope this helps! 

[Danut M _StonikByte_]

Hi @Vineela AK , 

In case you need to see your average Customer Satisfaction Score (CSAT) based on the feedback received via those email surveys, be aware that you can do this with our Great Gadgets app. One of the many dashboard gadgets that this app offers, is the Issue Filter Formula gadget that allows calculating the CSAT metric and display it as a number or on a 5-star scale like this:

With this app you can calculate many other metrics that are ITSM / service desk specific. For more details, see our blog post: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. 

If you have additional questions, don't hesitate to contact us at support@stonikbyte.com.

Thank you,

Danut M.