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  1. Jira Service Management Data Center
  2. JSDSERVER-4592

As an admin I want to be able to edit the Customer Satisfaction email template

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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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.

      Problem Definition

      Currently, the satisfaction survey is not customizable. Some customers wants the option to add, remove or modify some contents. As an example, admin does not want issue ID or issue summary to show in Customer Satisfaction email due to security concerns. 

      Suggested Solution

      Allow admins to modify template used for Customer Satisfaction emails similar to the other customer notifications

      Why this is important

      The customer satisfaction email includes content the admin does not want to show up, but still wants to be able to collect customer satisfaction information. Additionally, in some cases, customer wants to add additional information in the satisfaction survey.

          Form Name

            [JSDSERVER-4592] As an admin I want to be able to edit the Customer Satisfaction email template

            Tarmo Kabonen added a comment - - edited

            After Jira SM version upgrade to 5.10.0 and also 5.10.1 e-mail to customer looks ugly and not formatted correctly.

            Tarmo Kabonen added a comment - - edited After Jira SM version upgrade to 5.10.0 and also 5.10.1 e-mail to customer looks ugly and not formatted correctly.

            Lucas John Bowman added a comment -

            In addition, it would be nice to have the ability to turn off customer satisfaction for certain customer request types (OR) components...for example. This could be accomplished a number of ways. 

            Lucas John Bowman added a comment - In addition, it would be nice to have the ability to turn off customer satisfaction for certain customer request types (OR) components...for example. This could be accomplished a number of ways. 

            Mandy Probyn added a comment -

            Having the star rating at the bottom of the email chain is not user friendly. Asking clients to scroll to the bottom of a lengthy email chain to provide feedback is limiting responses. Please could the function to edit the feeedback and it's placement be added. Ideally to have the star rating within the closing Email.

            Mandy Probyn added a comment - Having the star rating at the bottom of the email chain is not user friendly. Asking clients to scroll to the bottom of a lengthy email chain to provide feedback is limiting responses. Please could the function to edit the feeedback and it's placement be added. Ideally to have the star rating within the closing Email.

            Katrina Meyers added a comment -

            The fact that so many other emails are customizable and this one isn't is mind boggling. Please add this, my brand and customer communication is important to have it be consistent. I see that I can edit the lead in but why can't I edit the body of the email?

            Katrina Meyers added a comment - The fact that so many other emails are customizable and this one isn't is mind boggling. Please add this, my brand and customer communication is important to have it be consistent. I see that I can edit the lead in but why can't I edit the body of the email?

            Michael Smith added a comment -

            yes please, the ability to add additional questions or make them a bit more line of service focused will be very helpful..  please strongly consider allowing the CSS to be a configurable field

            Michael Smith added a comment - yes please, the ability to add additional questions or make them a bit more line of service focused will be very helpful..  please strongly consider allowing the CSS to be a configurable field

            Philip Coats added a comment -

            The html for the star rating is badly formed.  At a minimum, the label below the star rating should be clickable and the entire star should be clickable, not just the left half.  Ideally, we could edit the html for the survey to fix this.

            Philip Coats added a comment - The html for the star rating is badly formed.  At a minimum, the label below the star rating should be clickable and the entire star should be clickable, not just the left half.  Ideally, we could edit the html for the survey to fix this.

            Chris Roberts added a comment -

            Our products and our Customers are all in the Medical industry where extreme care must be taken to ensure PHI managed in our software is protected.  We need to be able to mask (or hide) any/all free text fields that could possibly contain PHI so that they do not appear in unencrypted emails that could be intercepted by outside organizations.

            Chris Roberts added a comment - Our products and our Customers are all in the Medical industry where extreme care must be taken to ensure PHI managed in our software is protected.  We need to be able to mask (or hide) any/all free text fields that could possibly contain PHI so that they do not appear in unencrypted emails that could be intercepted by outside organizations.

              Unassigned Unassigned
              hbui Houston B.
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                Created:
                Updated: