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  1. Jira Service Management Data Center
  2. JSDSERVER-6827

Service Desk Satisfaction ratings (CSAT) should be tracked historically

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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

      Since Jira Service Desk CSAT (customer satisfaction) system currently permits users to re-submit their satisfaction star ratings multiple times (see also JSDSERVER-3839 ), Jira should be able to track these changes from a historical perspective. Currently this is not possible. Since the data is being stored on a custom field, as soon as the customer changes their star rating, that value overwrites the previous data for that interaction.
      While the issue history in Jira does indicate the date/time of a satisfaction rating was provided, it does not track what that rating was.

      In turn these original ratings are lost.

      Suggested Solution

      Track the historical rating values in some manner. Either in the issue history, or when viewing the changelog of the issue via the API, this information would be useful to be able to store and retrieve.

      Why this is important

      It is possible for a customer to incorrectly update the wrong request, or worse update all their previous requests and change these values. This provides a very skewed CSAT values if done, and does not accurately reflect the original CSAT ratings given initial provided

      Workaround

      None

            [JSDSERVER-6827] Service Desk Satisfaction ratings (CSAT) should be tracked historically

            Charlie Marriott added a comment -
            Atlassian Update – 6 July 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 6 July 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Charlie Jira Service Management, Server & Data Center

              Unassigned Unassigned
              aheinzer Andy Heinzer
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                Created:
                Updated:
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