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  1. Jira Service Management Data Center
  2. JSDSERVER-3986

Customize what status to send the JIRA Service Desk CSAT

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      We need to customize what status we send the Customer Satisfaction Survey.

      Currently, I believe it sends when a resolved issue notification is sent but this may not be the desired time to send – especially when there may be multiple "Done" statuses.

      Our workflow has 3x "Done" statuses – Pending Validation, Resolved, and Closed. We wish to have the CSAT sent when the status is set to Closed.

            [JSDSERVER-3986] Customize what status to send the JIRA Service Desk CSAT

            kheang puthearith added a comment -

            This basic feature shall be improved while it's since 2016 raised up, we wish empersize for enhance release it function.

            kheang puthearith added a comment - This basic feature shall be improved while it's since 2016 raised up, we wish empersize for enhance release it function.

            Raj Kumar added a comment -

            When this feature is coming up. We also looking for this. 

            Raj Kumar added a comment - When this feature is coming up. We also looking for this. 

            banson added a comment -

            Agree 100% on this improvement.  This tool needs flexibility on the workflow status AND even the date/time it's triggered.  Like after 24hrs of closure send the CSAT.  

            banson added a comment - Agree 100% on this improvement.  This tool needs flexibility on the workflow status AND even the date/time it's triggered.  Like after 24hrs of closure send the CSAT.  

            Ian Juliff added a comment -

            I think it would be better if you could map the customer satisfaction to one or many transitions.

            We resolve issues for duplicates which would not require customer surveys. This approach would give everyone the flexibility required. It could just be added as an option in the Automation module so it could be tailored as required

            Ian Juliff added a comment - I think it would be better if you could map the customer satisfaction to one or many transitions. We resolve issues for duplicates which would not require customer surveys. This approach would give everyone the flexibility required. It could just be added as an option in the Automation module so it could be tailored as required

              Unassigned Unassigned
              e60cee3f62db Matthew Daize
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                Created:
                Updated: