Issue Summary

A 1-star rating CSAT can be set unknowingly when customers use mail clients to reply to Jira Service Management mail notifications.

This is suspected to be caused by the URL checkers in users' mailboxes, some crawlers in the customer mail server.

This is reproducible on Data Center: No

Steps to Reproduce

1. As a customer, create a Service ticket.
2. Wait for the agent to resolve the ticket so the resolved + CSAT survey is sent.

Expected Results

Customers can click on the stars to provide feedback to the agents.

Actual Results

URL checkers act on Outlook clients and end up adding a 1 or 2-star rating without the customer knowing.

Workaround

WorkAround is mentioned in the KB article https://confluence.atlassian.com/jirakb/the-customer-satisfaction-survey-was-submitted-several-times-for-the-same-request-1206558022.html

1. if you find that there is a bot/crawler in the mail server that is scanning every link from every email, then you will need to disable it
2. Alternatively, if you can identify the IP addresses from which the unwanted survey requests are coming, you might want to block these IP addresses in the Load Balancer or Reverse Proxy Server that Jira is configured with (if you are using a Load Balancer or Proxy Server).
3. At times, customers cannot apply for this workaround if they deal with users from different organisations, and identifying which organisation is causing the issue and instructing each one of them to disable this crawler would be difficult.