Customer Satisfaction Survey Based on Ticket type

[abishekchhetri]

Hi all,

I am looking to implement satisfaction survey for internal staff members based on the type of tickets they raise i.e. whether its a issue ticket or a process ticket.

Is there a way for me to send satisfaction survey based on types of tickets i.e. for issue tickets only and not for all tickets ?

Really appreciate your help.

Abi

[Angélica Luz · Accepted solution]

Hello @abishekchhetri,

Thank you for reaching out to Atlassian Community!

The satisfaction survey on Service projects is sent to customers when the resolution is set on the ticket. Currently, the resolution is what triggers the survey and it’s not possible to change that.

There is a feature request suggesting improvements for that:

• Allow Customization of Service Desk survey trigger 

Please, click on vote and also watch the ticket above to receive updates from our product managers.

​​Kind regards,
Angélica

[Jes Kampman]

Rather than use the built-in CSAT, you could instead use Automation so that [Proforma] "Forms" are attached to the ticket, including on the portal, so that the Reporter/Customer can fill out a "survey" form with whatever fields you want on it.

See this page for further info: https://community.atlassian.com/t5/Jira-Service-Management-articles/Using-Forms-to-ask-multiple-questions-in-Satisfaction-surveys/ba-p/2297551