Customer Rating Email

[Craig Handley]

Is there a way to trigger an email to the current assignee of a service desk task when someone adds a rating after it has been resolved?

Currently the only way to see if this feedback was provided is to drill into each task, when it would be nice to know as it happens (morale etc). 

[Jens · Accepted solution]

I don't think there is any builtin way of doing it.

It's possible to create a rule in the addon Automation for Jira that triggers when the Satisfation field is changed. We use that to send an email to the Assignee with the rating. I agree it is useful to get the immediate feedback.

There is a Service Desk report called Satisfaction that shows all issues with a satisfaction rating within the specified time frame. You can put that on a dashboard to make the ratings more visible.

[Craig Handley]

Thanks for your help :)