Satisfaction Comments in ticket

Dena Campasano October 20, 2023

I am trying to create an automation that sets an internal comment on the issue with the star rating and comment left in Satisfaction.

I have it set to show the number of stars received, but not the comment left.

I am noticing that the automation gets triggered as soon as the user chooses a star, and well before there's an opportunity to leave a comment.

 

I currently have:
{{assignee.displayName}} received a Satisfaction rating of {{issue.satisfaction.rating}} stars

I would like to add onto what I have for something like:

{{assignee.displayName}} received a Satisfaction rating of {{issue.satisfaction.rating}} stars with the comment (satisfaction comment)

I'm thinking that since the automation triggers on first click, then I need to put the comment in a custom field, and then add another internal comment.  I also am having trouble finding what the value is for satisfaction comment.  {{issue.satisfaction.comment}} ?

2 answers

1 accepted

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Answer accepted
Bag Waly
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October 21, 2023

To include the comment left in the Satisfaction rating in your automation, you can use the placeholder {{issue.satisfaction.comment}}. However, as you mentioned, the automation triggers as soon as the user chooses a star, before there's an opportunity to leave a comment. In this case, you can use a custom field to store the comment and then add it to the internal comment using the automation.

Here's an example of how you can modify your automation to achieve this:

  1. Create a custom field in your system to store the satisfaction comment. Let's say you name it "Satisfaction Comment".

  2. Modify your automation to update the custom field with the satisfaction comment. You can use a separate automation rule with a trigger that listens for changes in the Satisfaction rating, and then updates the "Satisfaction Comment" field with the value of {{issue.satisfaction.comment}}.

  3. Use the updated custom field in your original automation to include the satisfaction comment in the internal comment. Modify your automation to include the following:

    ``{{assignee.displayName}} received a Satisfaction rating of {{issue.satisfaction.rating}} stars with the comment "{{issue.fields.customfield_satisfaction_comment}}".`

    Replace customfield_satisfaction_comment with the actual field ID or key of your "Satisfaction Comment" custom field.

By following these steps, the satisfaction comment will be stored in the custom field, and then included in the internal comment generated by the automation.

Remember to adapt the steps according to the specific capabilities and syntax of your automation system or tool.

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Dena Campasano October 23, 2023

Here's what I ended up doing, because even my accepted answer wasn't working.  I set a scheduled automation instead of doing it in the moment.  We've only received one satisfaction rating since I created this, but it does work.  
It sets an internal comment on the ticket, and updates my custom field so I can run reports.

CSAT.PNG

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Dena Campasano October 20, 2023

I also tried this, but doesn't work because the star rating click triggers the automation.  Although these are the correct values.

{{assignee.displayName}} received a Satisfaction rating of {{issue.satisfaction.rating}} stars with the comment {{issue.properties.service-request-feedback-comment.comment}}

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