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CSAT Business Rules

Hello,

We have enabled the CSAT feature built into JIRA.

Our current process is this for JIRA tickets:

  1. Inbound Ticket assigned to an agent
  2. Agent responds to ticket (resolves the issue) and sets the ticket to pending
  3. Automation runs daily to let the client know that there is a response to the ticket
  4. Automation runs 2 days later to close the ticket automatically
  5. Ticket closed
  6. CSAT goes out

Now if the client responds to the ticket after the CSAT has gone out, we have an automation that will open that ticket again (as long as it is within 30 days). If that ticket goes through the same process as above will they get another CSAT OR is the only one CSAT sent out per ticket created?

Appreciate any insight into this.

Thanks!

1 answer

1 accepted

2 votes
Answer accepted

As far as I know there can be only one CSAT rating per issue. (Technically, how they store is is a single-value thing.)

Thank you! You are probably right, I did some testing and could not get the CSAT sent for the same ticket (multiple OPEN > DONE).

Like Aron Gombas _Midori_ likes this

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