Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4159

Resend customer satisfaction (CSAT) feedback request for multiple times (reminders)

    • 4
    • 6
    • 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.

      Problem Definition

      As stated in here ,Support Satisfaction Survey sent out on Resolved issues when the Request was created through JIRA Backend.Admin needs to have an additional settings to resend the customer satisfaction survey again so that it would be helpful if the customer has not answered the survey after a period of time.

      Suggested Solutions

      a) Admin able to resend Support Satisfaction Survey on all requests resolved in the Service Desk Project multiple times.

      b) Configurable option to resend satisfaction survey reminders for the ones previously sent and unanswered ones automatically

            [JSDSERVER-4159] Resend customer satisfaction (CSAT) feedback request for multiple times (reminders)

            #Need

            Nathan Mackenzie added a comment - #Need

            I share 2 screenshots of what I commented:

            Print1

            Print2

            Alexander Uriona Reátegui added a comment - I share 2 screenshots of what I commented: Print1 Print2

            Hi Roberto, let me tell you that we had the same scenario, but we were able to solve it, making the change in 2 stages:
            1. Entering the flow and creating a transition called "Resend survey" that exits and enters the same state, for example "Closed", then we access the post function of the transition and register that it must delete the data from the Resolution field and we have also created a custom field "Resolution - Backup" where the value of the "Resolution" field must be copied.
            2. We create an automation that has as a trigger the change of source state "Closed" and destination state "Closed", if you like you can add a condition so that it only affects a specific type of incident, then as an action we select edit topic and select the "Resolution" field, then configure value and put the smart value {{Resolution - Backup}}.

            With these settings you will see that a "Resend survey" button will be available within your ticket that will clear the value of the Resolution field and send the survey to the informer.

             

            Alexander Uriona Reátegui added a comment - - edited Hi Roberto, let me tell you that we had the same scenario, but we were able to solve it, making the change in 2 stages: 1. Entering the flow and creating a transition called "Resend survey" that exits and enters the same state, for example "Closed", then we access the post function of the transition and register that it must delete the data from the Resolution field and we have also created a custom field "Resolution - Backup" where the value of the "Resolution" field must be copied. 2. We create an automation that has as a trigger the change of source state "Closed" and destination state "Closed", if you like you can add a condition so that it only affects a specific type of incident, then as an action we select edit topic and select the "Resolution" field, then configure value and put the smart value {{ Resolution - Backup }}. With these settings you will see that a "Resend survey" button will be available within your ticket that will clear the value of the Resolution field and send the survey to the informer.  

            If we have to loose the original Jira resolution date, we cannot use this workaround at all.
            The better thing Atlassian have to do is to add a feature to be able to relaunch feedback request on solved tickets.

            Robert Mota added a comment - If we have to loose the original Jira resolution date, we cannot use this workaround at all. The better thing Atlassian have to do is to add a feature to be able to relaunch feedback request on solved tickets.

            Step 7 Needs to be "Fire a Issue Resolved event that can be processed by the listeners.". 

            NB. This will also alter the resolution date of the ticket. For me this is an unwanted side effect. 

            Aäron Jansen added a comment - Step 7 Needs to be "Fire a Issue Resolved event that can be processed by the listeners.".  NB. This will also alter the resolution date of the ticket. For me this is an unwanted side effect. 

            Sairam Yeturi added a comment - - edited

            @dlopez179492503 - I tried it, however not receiving the CSAT mail . Which version of JSD are you on? Also just wanted to ensure if the post functions are correct the way i have set? (the below are the post functions that show up for the buckle, i added 1, 2)

             

            1. The Resolution of the issue will be cleared.

            2. The Resolution of the issue will be set to Resolved.

            3. Set issue status to the linked status of the destination workflow step.

            4. Add a comment to an issue if one is entered during a transition.

            5. Update change history for an issue and store the issue in the database.

            6. Re-index an issue to keep indexes in sync with the database.

            7. Fire a Generic Event event that can be processed by the listeners.

            Sairam Yeturi added a comment - - edited @ dlopez179492503 - I tried it, however not receiving the CSAT mail . Which version of JSD are you on? Also just wanted to ensure if the post functions are correct the way i have set? (the below are the post functions that show up for the buckle, i added 1, 2)   The  Resolution  of the issue will be  cleared . The  Resolution  of the issue will be set to  Resolved . Set issue status to the linked status of the destination workflow step. Add a comment to an issue if one is entered during a transition. Update change history for an issue and store the issue in the database. Re-index an issue to keep indexes in sync with the database. Fire a  Generic Event  event that can be processed by the listeners.

            Hi to All!, we have solved this issue implementing a workarround just fit for us.

            You have to send CSAT after you resolved the issue, and before closing it.
            After that you can add a transition bucle (named as you want—> this create a button on the ticket form) with a post function to clear the resoluton field and another with a resolution field update with done. and that is all! Customer recieve a reminder with the resolution case to have a customer´s qualifcation again any time you want.

            Enjoy it!

             

            Diego Lopez added a comment - Hi to All!, we have solved this issue implementing a workarround just fit for us. You have to send CSAT after you resolved the issue, and before closing it. After that you can add a transition bucle (named as you want—> this create a button on the ticket form) with a post function to clear the resoluton field and another with a resolution field update with done. and that is all! Customer recieve a reminder with the resolution case to have a customer´s qualifcation again any time you want. Enjoy it!  

            This is very important feature requirement and needs to be taken up, as feedback is key requirement for service improvements.

            Sairam Yeturi added a comment - This is very important feature requirement and needs to be taken up, as feedback is key requirement for service improvements.

            Alan Jurek added a comment -

            I agree with this.  There are many times that the email "deletes itself" and it would be nice to remind/resend another one both automatically and manually.

            Alan Jurek added a comment - I agree with this.  There are many times that the email "deletes itself" and it would be nice to remind/resend another one both automatically and manually.

            I think it would be great to be able to resend CSAT as it is hard to know how to improve the engagement of our service desk team without the feedback of our customers.
            Having customisable fields for how many times to resend and how long after the previous sending.

            Steven Donovan added a comment - I think it would be great to be able to resend CSAT as it is hard to know how to improve the engagement of our service desk team without the feedback of our customers. Having customisable fields for how many times to resend and how long after the previous sending.

              Unassigned Unassigned
              rvasudiven Ranjen Vasudiven (Inactive)
              Votes:
              73 Vote for this issue
              Watchers:
              44 Start watching this issue

                Created:
                Updated: