1-star rating CSAT is set unknowingly when using Outlook mail client

Summary

A 1-star rating JSD CSAT can be set unknowingly when customers using Outlook mail client to reply to Jira Service Desk mail notification.

This is suspected to be caused by the mail client visiting any links in an email in the background which resulted in the rating to be populated.

Steps to reproduce

1. As a customer, reply to a resolved JSD mail without selecting any value(CSAT rating) for the resolved issue via Outlook mail client.

Workaround

No workaround available at the moment except customers to explicitly select a rating for JSD CSAT in the email.