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  1. Jira Service Management Cloud
  2. JSDCLOUD-9076

Service Desk Satisfaction ratings (CSAT) should be tracked historically

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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.

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

       Problem Definition

      Since Jira Service Desk CSAT (customer satisfaction) system currently permits users to re-submit their satisfaction star ratings multiple times (see also JSDCLOUD-3839 ), Jira should be able to track these changes from a historical perspective. Currently this is not possible. Since the data is being stored on a custom field, as soon as the customer changes their star rating, that value overwrites the previous data for that interaction.
      While the issue history in Jira does indicate the date/time of a satisfaction rating was provided, it does not track what that rating was.

      In turn these original ratings are lost.

      Suggested Solution

      Track the historical rating values in some manner. Either in the issue history, or when viewing the changelog of the issue via the API, this information would be useful to be able to store and retrieve.

      Why this is important

      It is possible for a customer to incorrectly update the wrong request, or worse update all their previous requests and change these values. This provides a very skewed CSAT values if done, and does not accurately reflect the original CSAT ratings given initial provided

      Workaround

      None

            [JSDCLOUD-9076] Service Desk Satisfaction ratings (CSAT) should be tracked historically

            Matthew Hunter added a comment -
            Atlassian Update - August 25, 2023

            Hi everyone,

            Thank you for bringing this suggestion to our attention.

            As explained in our new feature policy, there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order.

            Unfortunately, as a result of inactivity (no votes or comments for an extended period of time), this suggestion didn’t make it to the roadmap and we are closing it.

            While this issue has been closed, our Product Managers continue to look at requests in https://jira.atlassian.com as they develop their roadmap, including closed ones. In addition, if you feel like this suggestion is still important to your team please let us know by commenting on this ticket.

            Thank you again for providing valuable feedback to our team!

            Matthew Hunter added a comment - Atlassian Update - August 25, 2023 Hi everyone, Thank you for bringing this suggestion to our attention. As explained in our new feature policy , there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order. Unfortunately, as a result of inactivity (no votes or comments for an extended period of time), this suggestion didn’t make it to the roadmap and we are closing it. While this issue has been closed, our Product Managers continue to look at requests in https://jira.atlassian.com as they develop their roadmap, including closed ones. In addition, if you feel like this suggestion is still important to your team please let us know by commenting on this ticket. Thank you again for providing valuable feedback to our team!

            Natalie Franklin added a comment -

            This would be very helpful when tracking stats.  

            Natalie Franklin added a comment - This would be very helpful when tracking stats.  

            Caroline Bartle added a comment -

            Thank you for your feedback and interest in this feature request.

            We've reviewed this item and have decided not to consider it for future development.

            Caroline Bartle added a comment - Thank you for your feedback and interest in this feature request. We've reviewed this item and have decided not to consider it for future development.

              Unassigned Unassigned
              aheinzer Andy Heinzer
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                Created:
                Updated:
                Resolved: