Automate close ticket

[Win]

Hi

how to automate close the resolved tickets and set customer satisfaction to 5 stars within 3 days if there is no feedback and reply from them? and if they reply it after 3 days it would also automatically create a new ticket with a link as the reference to the previous ticket.

[Joseph Chung Yin]

@Win -

Welcome to the community.  Unfortunately, it is not possible on what you are asking - especially setting the CSAT to 5 stars via automation setup.

CSAT is designed for customers of his/her issues raised to provide the feedbacks/rankings.

In regards your second ask, it is also not possible out of the box to auto create a new case based on CSAT response + referencing the original case.

Hope this helps.  Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Win]

What if we want to automate close the resolved tickets within 3 days if there is no feedback from the customer, is this possible?

[Joseph Chung Yin]

@Win -

No.  Again CSAT is supposed to obtain response from your customers not altered by your custom process for the response.

Best, Joseph