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  1. Jira Service Management Data Center
  2. JSDSERVER-4986

Customize the Service Desk satisfaction survey labels

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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 Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Problem Definition

      There's no option to change the service desk satisfaction survey labels ("Very poor", "Poor", "Neither good nor poor", "Good", "Very good")

      Suggested Solution

      Create an option to change the labels of the survey.

      Why this is important

      It would be good to have customized labels based on different needs.

        1. Screen Shot 2017-03-23 at 3.30.19 PM.png
          Screen Shot 2017-03-23 at 3.30.19 PM.png
          18 kB

            [JSDSERVER-4986] Customize the Service Desk satisfaction survey labels

            Matthias Klett added a comment -

            +1 we need some more adjustments for the survey. 

            Matthias Klett added a comment - +1 we need some more adjustments for the survey. 

            Robert Knez added a comment -

            +1

            Robert Knez added a comment - +1

            Andrea Carolina Acosta added a comment -

            +1 we need this

            Andrea Carolina Acosta added a comment - +1 we need this

            Jean Francois Gelinas added a comment -

            Created in 2017 ... this is sooooo slow.

            Jean Francois Gelinas added a comment - Created in 2017 ... this is sooooo slow.

            Artem Silin added a comment -

            +1

            Artem Silin added a comment - +1

            vkjira added a comment -

            +1

            vkjira added a comment - +1

            ross.richter added a comment -

            Agreed on all the above. PLUS...

            We'd really love to be able to customise responses/notifications to the CSAT rating a customer provides. Eg. When a customer provides a "Very good" response - we immediately have a prompt for them to leave us a review on Goolge. If, alternatively, they leave a "very poor" response, this triggers a notification to the team lead to engage with the customer and find ways to improve the experience. 

             

            ross.richter added a comment - Agreed on all the above. PLUS... We'd really love to be able to customise responses/notifications to the CSAT rating a customer provides. Eg. When a customer provides a "Very good" response - we immediately have a prompt for them to leave us a review on Goolge. If, alternatively, they leave a "very poor" response, this triggers a notification to the team lead to engage with the customer and find ways to improve the experience.   

            Dave Mathijs added a comment -

            +1, JSM really needs more configuration options for CSAT.

            Dave Mathijs added a comment - +1, JSM really needs more configuration options for CSAT.

            Joe Pakenham added a comment -

            Being able to amend the email text which accompanies this question would be very helpful too. As would an option to send a test email.

            Joe Pakenham added a comment - Being able to amend the email text which accompanies this question would be very helpful too. As would an option to send a test email.

              Unassigned Unassigned
              foselame Francisco Oselame (Inactive)
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                Created:
                Updated: