Customer satisfaction

[Dave Calabro]

Hello,

My team creates tickets and assigns them to an organization based on the project they are related to. Upon resolving and closing the ticket, shouldn't the Customer satisfaction survey be sent to the members of that organization? I have verified that the survey setting is enabled, but it is not being sent out. Anyone have any ideas?

Thank you

Dave

[Fabian Lim]

Hi @Dave Calabro

In order fort the sat survey to be sent out, you need to ensure that the "Resolution" field is set in the ticket.  People get confused, and think that because a ticket is in "resolved" status the survey should be sent, but it all depends on whether you set the resolution on that specific status. 

So check, whether the resolution fields are set for those requests were the sat survey was not sent.

Cheers,

Fabian

[Dave Calabro]

Hello Fabian,

Once the issue has been taken care of. We change the ticket status to Resolve.  

Does the survey only go out when a ticket is created by a customer?

[Fabian Lim]

Hi @Dave Calabro

A status to  "resolve", does not automatically fill out the "resolution" field.  Here are the best practices on the resolution field: https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html

I think they have to have a Request type assigned as well, so it has to be created from the portal.  

I hope this makes sense.

Fabian

[Dave Calabro]

It does thank you.