When link is clicked update a field on the ticket

[Jeffrey Bistrong]

We are sending out support csat surveys on our jsm tickets once a ticket is closed. However we are running into issues with low response rates on the surveys.

We would like to send reminders out 3x, but also stop sending out if someone clicks a link to fill out the surveys..

Is it possible to design this link such that it would update a custom field on the ticket if the survey link is clicked so we would stop sending reminders

I am sure we might be able to do something using survey monkey's API, but that would be a last resort since that involves asking a dev for help

[Joseph Chung Yin]

@Jeffrey Bistrong -

One possible idea is to create a custom (number data type) field where you will increment field by one based on some automation rule designs.  With that field/update process in place, then you can include a criteria check in your existing automation rule that sends out the custom notification on the value of the custom number field.

So, if the field value is greater than 3, then don't send out the email.

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jeffrey Bistrong]

Thanks for the reply. but I am not seeing something in place to check if the link is clicked, so in your scenario it would continue to send the reminders even if the customer fills out the survey, unless I am missing something?

[Joseph Chung Yin]

@Jeffrey Bistrong -

In JSM, there is an existing field "Satisfaction date" associated with each issue where it is my understanding that when CSAT is obtained from the customer on his/her issues, then this field is populated.

You may want to test it out using this field to determine if CSAT is obtained or not in your automation setup.

Hope this helps.

Best, Joseph

[Jeffrey Bistrong]

that's for the OOTB CSAT solution in jira, which we are not using, we are using a 3rd party survey platform, so it seems like that field would need to be manually populated and still doesn't provide an automated solution of, if the link is clicked then populate a field to stop sending the surveys

[Joseph Chung Yin]

@Jeffrey Bistrong -

Thanks for your update.  Since you are not using the OOTB solution, then you will need to develop custom process to update your issue as needed.

I am sure that you have already reached out to your 3rd party survey platform vendor for their suggestion on how to update your JSM issues when the link is clicked.

Sorry.

Best, Joseph