Unable to receive customer feedback/satifaction survey notification for the resolved issues

[Prakash Lattupally]

Customer feedback/ satisfaction survey has been enabled for a company managed project. Resolved notification is also enabled. But survey is not received for any of the resolved tickets. Please help us to troubleshoot the issue.

[Angélica Luz · Accepted solution]

Hello @Prakash Lattupally,

Welcome to Atlassian Community!

A ticket is considered resolved in Jira when a resolution is set. With this said, if a ticket is just moved to a status Resolved but without a resolution, the survey won’t be sent.

Can you please confirm if the affected tickets have a resolution?

Are customers receiving notifications related to comments, status updates?

Kind regards,
Angélica

[Prakash Lattupally]

Yes, customers are receiving the notifications to comments and status changes. But we cannot find the feedback survey for the Resolved status. Please suggest if any changes required.

[Angélica Luz]

Thank you for the details, @Prakash Lattupally.

Have you checked if the tickets have a resolution? 

In company-managed projects, the resolution must be set when resolving/closing a ticket, it’s not set automatically like team-managed projects.

Once a ticket is closed with a resolution (as the screenshot on my previous response), the resolved and survey notification will be sent.

[Prakash Lattupally]

Thanks for your response Angelica.

Yes, we are updating the Resolution manually while moving the status to Resolved. Yet we are not receiving the survey notification.

Awaiting for your response for further investigation.

[Angélica Luz]

Thank you for the information, @Prakash Lattupally.

There was a recent change in how notifications work for customers and agents and it caused a bug that affects the satisfaction survey. 

Can you please check on the affected tickets if the reporter is also a watcher of the ticket? If that’s the case, please click on “This affects my team” and also watch the bug below to receive updates:

• CSAT survey not being sent when reporter is added as a watcher

Another thing that I would like to clarify is that you said “we are not receiving the survey notification" and "But we cannot find the feedback survey for the Resolved status”.

The survey is sent to customers only, in this case, the reporter. The survey is not sent to administrators or agents. If the reporter replies to the survey, the results are shown on the satisfaction report, it won’t notify the agents via email.

[Iryna Ihnatiuk]

Hi @Prakash Lattupally ,

As I know CSAT works for service projects only. Please have a look at Surveys for Jira app. This app works for all project types (service and software/next-gen), supports different question types (radio, checkbox, dropdown, open questions), and has many other features. 

Feel free to reach out support team if you need further information.