CSAT survey with email - help needed

[Craig Ward]

Hi,

I'm fairly new to Jira but I was wondering if anyone can help me with this minor issue I have. 

Under Project Settings>Customer notifications>Request resolved I have a company-specific email that is sent to all our clients when a ticket has been resolved. What I'm trying to accomplish is to capture the CSAT survey from within this email, so my team and I can monitor our performance. 

I've opened Satisfaction settings, and enabled Collect satisfaction (CSAT) feedback, but when I try to run a test email the CSAT survey is missing, meaning I don't know whether our customers are receiving them or not!!

Can someone please help?

Thanks

Craig

[Danut M _StonikByte_]

Hi @Craig Ward, 

Jira Service Management sends automatically emails to customers for providing CSAT feedback (rating + comment). See Collecting customer satisfaction (CSAT) feedback.

Once they provide feedback, the score is saved on the issue, on a field named Satisfaction.

If you want to have metrics displayed on your dashboard, like Average Customer Satisfaction (CSAT) score for your team calculated based on that Satisfaction field,  have look over the article on our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. The article shows hot to track many other metrics. 

I hope this helps. 

Thank you,

Danut M.

[Craig Ward]

Hi @Danut M _StonikByte_ ,

Thanks for your response, but my reply to Marcus' earlier reply still needs answering - 

• How can we monitor emails that are sent automatically? Are we to assume that Jira is definitely sending these out? 
• Is it possible to somehow add the CSAT survey into a company-specific email? It does seem like overkill to send a message to the customer once a case has been resolved, and then a separate message asking how we did - I would imagine that most people would be likely to ignore both, meaning that important customer data isn't being captured!

Thanks

Craig

[Marcus Jones]

Hi Craig!

Welcome to the community!

The CSAT email will go out as a separate email from your resolved notification email. You can add yourself as the reporter for a ticket and close it as resolved. Sometimes there is a delay, but you should get the CSAT email within 10 minutes or so. 

[Craig Ward]

Hi @Marcus Jones ,

Thanks for your response! So is there no way of checking whether a customer is receiving the CSAT email? Ideally we wanted to include it in thecompany-specific email where we can draw attention to it, as we really want to capture the data. 

Thanks,

Craig

[Marcus Jones]

When you navigate to Project Settings > Customer Notifications, Do you have the Request Resolved notification turned on? I found in some testing that you will not get the CSAT survey if you do not have this turned on. 

[Craig Ward]

HI @Marcus Jones ,

I have the notification switched on  - is there any way to customise the CSAT email?

Regards,

Craig