a link to the survey is included in the mail instead of being able to answer directly in the mail

[Alban Ligout]

Hi everyone, 
When an issue is resoled, a notification email is sent to the user. However, we would like to include a survey in this notification. The last time that I used this feature, the possibility to answer the survey was included in the mail with 5 stars but, now, I only have a link on which I need to click for answering. How can I have the stars back directly in the notification mail?  Thank you.

Best regards,

Alban

[Alban Ligout]

Dear Andy,

Indeed, it is a pity that it has been broken because, what I mentioned, is presented in the release note: https://confluence.atlassian.com/servicedeskcloud/collecting-customer-satisfaction-feedback-790791332.html

Best regards,

Alban

[Andy Heinzer]

Hi @Alban Ligout 

Thanks for the response.  I appreciate the feedback here and knowing that I better understand the problem here now.  I agree with you that this email notification could do more to help engage customer response and manage their expectations when they hover over these stars before clicking on them.  To that end I created this feature request JSDSERVER-6841.

I'm sorry to report that I do not know of any way that we could implement this within the current versions right now.  However perhaps this is something that Jira Service Desk can improve upon in a future release.

I recommend watching and voting on that issue as it will help our teams prioritize such changes.

Cheers,

Andy

[Alban Ligout]

Dear Andy,

You are right when you say "earlier versions of this had a dynamic stars that would light up when you hovered over them in the email, but that when customers clicked the star rating". This way of presenting the link was much more obvious than a simple link. Now, the link is a bit buried in the rest of the message. The stars were drawing the attention to the survey. Is there a way to go back to this way of presenting the survey? Thank you.

[Andy Heinzer]

Hi Alban,

If I understand correctly, you are Jira Service Desk server to generate and send customer satisfaction (CSAT) surveys and you want your customers to be able to complete their survey in their inbox rather than being directed back to the Jira site to fill this out.

I do not recall the way you have described this as being a feature of the surveys in the past.  As I recall, earlier versions of this had a dynamic stars that would light up when you hovered over them in the email, but that when customers clicked the star rating, it was still sending a web request back to the Jira site to record this rating.  The current version will just take users to the rating and populate it with the number of stars clicked, and then allow users to enter a comment if they like.

Could you let me know what version of Jira Service Desk you had when this worked differently?  I would be interested to better understand if this is technically a change in the behavior or perhaps more of a matter of perception here. 

I have not been able to find any other requests like yours on our this specific feature when searching on JAC.  I believe there is going to need to be some mechanism to send this data back to the Jira server.  Perhaps this is something that could theoretically be extracted from a comment or email reply, but my understanding is that there is no other way to currently leave these kinds of CSAT survey responses.

Could you let me know more about why you want this to work differently here?  Is it that the Jira server is not expected to be reachable to the end user via the web?  Or what problem does this solve for you if you could make it work this way?  I would like to better understand the ask here so that we can find a solution if possible.

Please let me know.

Andy