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  1. Jira Service Management Cloud
  2. JSDCLOUD-4016

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

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      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.

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          is duplicated by

          Suggestion - JSDCLOUD-3986 Customize what status to send the JIRA Service Desk CSAT

          • Future Consideration
          is related to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-4016 JIRA Service Desk should not send CSAT until issue is "Closed"

          • Low - Low priority issues
          • Closed

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              Unassigned Unassigned
              e60cee3f62db Matthew Daize
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