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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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            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
            Uploaded image for project: 'Jira Service Management Cloud'
            1. Jira Service Management Cloud
            2. JSDCLOUD-4016

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

            XMLWordPrintable

                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.

                        Unassigned Unassigned
                        e60cee3f62db Matthew Daize
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                          Created:
                          Updated:
                          Resolved:

                            Unassigned Unassigned
                            e60cee3f62db Matthew Daize
                            Affected customers:
                            0 This affects my team
                            Watchers:
                            3 Start watching this issue

                              Created:
                              Updated:
                              Resolved: