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  1. Jira Service Management Cloud
  2. JSDCLOUD-8075

Customer Satisfaction(cSAT): Send notification to admins/agents when a customer completes a survey

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Problem Definition

      • Agents/admins don't have the option to be notified when a customer completes a satisfaction survey

      Suggested Solution

      • Add a notification event in the notification scheme for survey completed

      Why this is important

      • Allows admins to be more proactive in addressing/reviewing survey results

      Workaround

      • Create a custom script/app that uses the jira:issue_updated webhook event to listen for changes to the "Satisfaction" field and to trigger an alert via your mail provider.
      • Create an Automation rule with Field Value Changed trigger, in order to monitor Satisfaction field changes and send an email message to issue's Assignee:

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              Unassigned Unassigned
              dnguyen4 Derrick Nguyen (Inactive)
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              18 Vote for this issue
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              14 Start watching this issue

                Created:
                Updated: