When customer satisfaction survey has a low rate, make mandatory the field of feedback.

[Carlos Ramirez]

Hi all,

I want to make the field of feedback mandatory in the customer satisfaction survey when the user set a low response rate.

I have some users that only click that they have a bad services but do not tell me why.

Thank you 

[Angélica Luz · Accepted solution]

Hello @Carlos Ramirez,

Thank you for reaching out to Atlassian Community!

When it comes to the CSAT survey, currently, it’s not possible to make any of the fields mandatory. 

The survey is sent via email when the ticket is resolved and there is no way to make it required for the customer to add a comment after selecting a rating. 

There is a feature request suggesting this option, but it will not be implemented in the near future:

• As a Jira Service Desk admin, I'd like to set comments on CSAT surveys as required

Please, click on vote and watch to receive future updates from our product managers.

Kind regards,
Angélica

[Carlos Ramirez]

Thank you very much Angelida for your answer.

My comment in the link is:

The system send to the user a mail for the survey.

I think its better that the mail the system send to the user have a link and this link send the user to service desk manament for complete the survey.

This way, the admin have more options to configure the survey,

Regards and have a nive day