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  1. Jira Service Management Data Center
  2. JSDSERVER-5514

Customer Satisfaction: Allow Admins to Edit/Remove Scores

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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.

      We love the customer satisfaction module, but I'd like to have a little more control over it as a manager. 

      Specifically, I'd like to allow admins to change/remove scores. Why? Because sometimes users get confused and select 1 thinking that's the best or have mouse/Outlook/browser issues that somehow result in a 1 star rating. When I call them to ask them why they rated a member on our team a 1, they say they were happy with the service and meant to give a 5. So I'd like to either just blow away that 1 or be able to edit based on what the user says. For disclosure, you could put any 'edited' scores permanently in a different color - say green stars vs yellow stars on the report page for customer satisfaction. That would keep abuse to a minimum because it would be clear that the score changed. We could use an internal comment to justify the change. Out of fairness to my team, my upper management isn't going to care that an end user made a mistake and gave an individual one star but absolutely will consider that 1 star part of their overall work performance which is a bummer. I want to be able to go to bat for them to manually override a legitimate error if it occurs. This feature, of course, could be disabled in the project settings for those who don't want to allow any modifications.

      Thanks for considering!

       

        1. update-remove-JSM-customer-survey.mov
          34.86 MB

          Form Name

            [JSDSERVER-5514] Customer Satisfaction: Allow Admins to Edit/Remove Scores

            Johnny Mon added a comment - - edited

            Workaround

            We can update or remove the score from the database - see illustration  update-remove-JSM-customer-survey.mov

            The queries used in the video:

            1)  Find the custom field IDs 

            select id,cfname from jiradb.customfield c where lower(cfname) in ('satisfaction', 'satisfaction date');

             

            2) Find the Custom field value IDs for the specific issue

            select
    p.pkey,
    ji.issuenum,
    ji.id as "issue_id",
    ji.assignee,
    cfv.id as "cfvid_satisfactory",
    cfv.stringvalue  as "satisfactory",
    cfv2.id as "cfvid_satisfactory_date",
    cfv2.datevalue "satisfactory_date"
from
    jiradb.customfieldvalue cfv
    join jiradb.jiraissue ji on cfv.issue = ji.id
    join jiradb.project p on ji.project = p.id
    join jiradb.customfieldvalue cfv2 on ji.id = cfv2.issue and cfv2.customfield = 10101  
where
    cfv.customfield = 10100 AND p.pkey = 'ITSD' AND ji.issuenum = '43';

             

            3)  check the custom field values before the update

            SELECT * FROM jiradb.customfieldvalue where id in (11103, 11105);

             

            4) update to a 5-star

            UPDATE jiradb.customfieldvalue SET stringvalue = '{"scale":5, "rate":5, "type":1}' WHERE id = 11103;

             

            5) delete the score 

            DELETE FROM jiradb.customfieldvalue where id in (11103, 11105);

            Johnny Mon added a comment - - edited Workaround We can update or remove the score from the database - see illustration  update-remove-JSM-customer-survey.mov The queries used in the video: 1)  Find the custom field IDs  select id,cfname from jiradb.customfield c where lower(cfname) in ('satisfaction', 'satisfaction date');   2) Find the Custom field value IDs for the specific issue select     p.pkey,     ji.issuenum,     ji.id as "issue_id",     ji.assignee,     cfv.id as "cfvid_satisfactory",     cfv.stringvalue  as "satisfactory",     cfv2.id as "cfvid_satisfactory_date",     cfv2.datevalue "satisfactory_date" from     jiradb.customfieldvalue cfv     join jiradb.jiraissue ji on cfv.issue = ji.id     join jiradb.project p on ji.project = p.id     join jiradb.customfieldvalue cfv2 on ji.id = cfv2.issue and cfv2.customfield = 10101   where     cfv.customfield = 10100 AND p.pkey = 'ITSD' AND ji.issuenum = '43';   3)  check the custom field values before the update SELECT * FROM jiradb.customfieldvalue where id in (11103, 11105);   4) update to a 5-star UPDATE jiradb.customfieldvalue SET stringvalue = '{"scale":5, "rate":5, "type":1}' WHERE id = 11103;   5) delete the score  DELETE FROM jiradb.customfieldvalue where id in (11103, 11105);

            Lucas John Bowman added a comment -

            I would agree with all comments. We are having customers respond out of misunderstanding or not reading what our ITSM agents are providing them. When our manager reaches out the user advised our rep completed everything and gave them thorough instructions but they did not follow them correct or read everything provided before giving a low rating. They have all advised they would change the rating if they could. 

            Lucas John Bowman added a comment - I would agree with all comments. We are having customers respond out of misunderstanding or not reading what our ITSM agents are providing them. When our manager reaches out the user advised our rep completed everything and gave them thorough instructions but they did not follow them correct or read everything provided before giving a low rating. They have all advised they would change the rating if they could. 

            ataylor added a comment -

            This is something that would be of great use for our team - many instances of negative feedback are either accidental or entirely invalid, specifically for instances where a request that is either denied or closed with the correct response given (in a timely fashion and courteously delivered), not to mention outright malicious user response. It is difficult to ensure that our team members receive credit for their work when the effective method of removing this unhelpful feedback from our reports is to unassign the ticket, or otherwise have inaccurate scores for our customer satisfaction.

            Enabling this as an assignable permission for elevated users such as leads and managers, and keeping history of the changes (USER changed satisfaction from 1 > 5, USER removed satisfaction, etc.) would greatly enhance our ability to accurately measure our feedback and ensure our employees are being given proper credit for their work.

            ataylor added a comment - This is something that would be of great use for our team - many instances of negative feedback are either accidental or entirely invalid, specifically for instances where a request that is either denied or closed with the correct response given (in a timely fashion and courteously delivered), not to mention outright malicious user response. It is difficult to ensure that our team members receive credit for their work when the effective method of removing this unhelpful feedback from our reports is to unassign the ticket, or otherwise have inaccurate scores for our customer satisfaction. Enabling this as an assignable permission for elevated users such as leads and managers, and keeping history of the changes (USER changed satisfaction from 1 > 5, USER removed satisfaction, etc.) would greatly enhance our ability to accurately measure our feedback and ensure our employees are being given proper credit for their work.

            Melik Akoğuz added a comment -

            We noticed that some issues are automatically given 1 star. When the Service Desk ticket is completed and the incoming Customer Satisfaction although unanswered, the customer satisfaction value is automatically determined as 1 star. Therefore, we'd like to edit scores.

            Melik Akoğuz added a comment - We noticed that some issues are automatically given 1 star. When the Service Desk ticket is completed and the incoming Customer Satisfaction although unanswered, the customer satisfaction value is automatically determined as 1 star. Therefore, we'd like to edit scores.

            Rick Baker added a comment - - edited

            Well written request and I definitely agree that this feature is necessary. 

            Rick Baker added a comment - - edited Well written request and I definitely agree that this feature is necessary. 

              Unassigned Unassigned
              b26b8908cc7a Chris O'Brien
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                Created:
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