As an agent and project administrator, I would like the feedback collected from users, after a virtual service agent prompts them for feedback, captured within a report on the Jira Service Management project. This will allow me to analyse the responses easily, identify trends, and improve the overall effectiveness of our virtual service agent.

Current feedback mechanisms for users interacting with the virtual service agent are inconsistent. When users complete a request, they are prompted to provide feedback; however, this feedback is only associated with the request if one exists. In cases where no ticket is created, feedback is recorded solely within the Slack thread, leading to the potential loss of valuable insights and making it difficult to track user satisfaction effectively. This lack of a unified feedback process may hinder our ability to improve services based on user experiences.