JIRA Service Desk should not send CSAT until issue is "Closed"

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    • Severity 3 - Minor

      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      According to the documentation here: https://confluence.atlassian.com/servicedeskserver031/collecting-customer-satisfaction-csat-feedback-802164878.html, JIRA Service desk sends the CSAT when "resolved issue notifications" are sent.

      This does not make sense since an issue might be reopened after resolved. The only time the CSAT should be sent is if the ticket is "Closed" and not "Resolved". This also allows the client to provide CSAT feedback if the ticket has a "Cancelled" status or similar.

            Assignee:
            Unassigned
            Reporter:
            Matthew Daize
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              Created:
              Updated:
              Resolved: