Customer Satisfaction in JIRA Service Management is not working

[Donna McGahan]

We have Customer Satisfaction enabled and we have Done in our Workflow but no surveys are being sent out to customers.  Help!

[Donna McGahan]

The resolution field was set but the satisfaction email was never sent.  We decided to use this method instead:

https://www.youtube.com/watch?v=RrwQbHHljlY

[Donna McGahan]

Hi everyone,

We've decided to go another way and not use the built in CSAT.

Thanks,
Donna

[Paul Wiggers]

Hello @Donna McGahan 

The CSAT checks for the resolution, not the status. Is the issue getting a resolution when you transition it to Done?

If so, can you provide screenshots of the issue and your workflow (including any post triggers)?

[John Funk]

Hi Donna,

Are the users receiving other emails? 

Try creating a test ticket with you as the Reporter. Move it through the process and have someone else mark it as done, then see if you get the email. 

[Donna McGahan]

Hi John,

I did create a test ticket and did receive emails but when I closed the ticket as Done no customer satisfaction survey was sent.

[John Funk]

Are you setting the Resolution field in your workflow when you move the ticket to Done? 

[John Funk]

Hey @Donna McGahan  - Just curious, did you decide to not use it based on the email not getting sent? Did you try setting the Resolution field to see if the email got sent?