Issue Summary

The CSAT email currently contains 5 Stars that each have a link behind them that was intended to provide the star selected automatically through to the CSAT survey form. However, the link does not pass the STAR choice through to the survey page, and this is a confusing experience for CSAT survey recipients. 

Problem:

According to the documentation, "this email will include a form that allows customers to leave a rating and some written feedback about how their request was handled". However, the email is just a link to the portal, with each Star containing a custom URL. The ability to process the choice selected from the email to the Survey portal has been disabled due to the behaviour of mail clients and link scanners/checkers/processors automatically following links in the Survey emails and submitting false SLA values, as detailed in a number of bugs such as https://jira.atlassian.com/browse/JSDCLOUD-13602

Suggestion:

To avoid confusion, remove the STARs from the CSAT email and rewrite it to request survey recipients to go to a link to submit their CSAT

Workaround

For cloud customers, we have a workaround detailed in this KB document: Send CSAT Survey via Automation in Jira Service Management Cloud
 which guides you through using an automation to send out a custom email populated with an email link to the survey page.