Limit Satisfaction Survey

[Judy Julien-Alexander]

It seems that whenever a ticket is resolved, the customer will get the survey. Is it possible to limit the number of surveys to let's say every other 3rd resolved ticket? Having a survey email sent every time one gets resolved seems a bit much. I did see a workaround for creating our own survey. Does anyone know if you can use automation to restrict how often the survey goes out?

[trthomas]

Hello @Judy Julien-Alexander 

A survey for every ticket is indeed a bit much at times, and can cause people to just ignore the surveys.  I've not found a way to limit the number of surveys that go out, not through Jira Service Management.  I also find the surveys very limiting in what questions I'm asking - there is only the 1 question to be answered. 

I've begun looking at some survey apps out in the Atlassian Marketplace that allow for a more comprehensive survey to be sent.  I don't know if they will allow one to limit the number of surveys, but then, I'm not sure I would want to do that, as it could miss some feedback that the customer wants to send.  

I will watch this in case anyone else finds out additional information. 

[Judy Julien-Alexander]

Thank you for that suggestion. Until the issues with the default survey are resolved, we're going to test out creating our own survey and setup an automation that sends it every other day. If someone replies to the ticket with feedback, we could probably attach the survey to the ticket to have them fill it out.