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Customer satisfaction disable for canceled status

ibm_kustagi_mercedes-benz_com
ibm_kustagi_mercedes-benz_com
Contributor
April 9, 2025

Hi,

  Is it possible to disable the customer satisfaction for cancelled status tickets in Jira service management cloud project.

 

Regards,
Suma

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Jeroen Poismans
Jeroen Poismans
Community Champion
April 9, 2025

Hi and welcome to the community!

I found an article that explains that this, courtesy to @Joseph Chung Yin :
https://community.atlassian.com/forums/Jira-Service-Management/How-to-stop-CSAT-being-sent/qaq-p/2522298

Basically it states that CSAT is triggered by an issue reaching resolution, so the resolution field being filled in. When an issue gets cancelled you might leave the resolution blank, not triggering the CSAT.

Jeroen

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