This question is in reference to Atlassian Documentation: Collecting customer satisfaction (CSAT) feedback
What actual field triggers the satisfaction survey? This article says when the issue is resolved but it doesn't define what that means? I have a Closed status when a ticket is finished and that is when I want to trigger the survey. Is the Article saying I need to use the "Resolved" status? Again, it doesn't define how to "resolve issue".
Yes, the resolution field has to be changed from empty (Unresolved) to another value (E.g. done, resolved, declined...) so the satifaction survey can be sent out.
Individual feedback link has a unique token. It'd be generated when it is sent out via a notification. So with the current implementation, you can not have a general link to give feedback for a ticket. The only thing you can do here is to inspect the link from the surtifaction survey section in the notification and save it on your calendar - but it might not be an effective way.
I have a similar issue except that when I mark the ticket as resolved, it never includes the survey in the email that it sends to the customer letting them know the ticket was resolved.
From what I've read the survey is included in that same notification email. The email goes out but it doesn't include the survey, and yes the survey is turned on in the settings, and the assignee is not blank, and not the same person as the reporter.
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