Сustomer satisfaction dont send

[Alexey Kozlov]

Hello!

I enabled satisfaction requests in the settings when resolving the appeal, but it is not sent.
What did I miss? Perhaps some automation needs to be added?

[Jack Brickey · Accepted solution]

Hi @Alexey Kozlov ,

I have never observed the survey not being sent. can you explain how you are testing exactly, e.g. portal, email? 

[Jack Brickey]

Can you check if the Resolution is set on issues when resolved?

[Alexey Kozlov]

I tried cases created from the portal and cases sent to the mail.
Appeals were in the status of resolved and closed.

that's why I came here, like a standard functionality that should work...

[Jack Brickey]

are you setting resolution when moved to closed?

[Alexey Kozlov]

Yes, in this case, manually (this can be seen on the screen). this is usually done by automation.

[Jack Brickey]

I do not see the Resolution field set in the images. I do see the status moved to closed. With that said I don't know that the resolution is required for satisfaction to be sent but that is my theory.

[Alexey Kozlov]

maybe I misunderstood something..
but isn't "resolved" equal to "Resolution field"?

Do I need to change to another status?
Or does the current one have a setting?

[Jack Brickey]

No Resolved and Closed are Statuses. The Resolution field allows you to qualify your 'done status'. For example, using your workflow as an example when you transition the issue to closed, the final done status in your workflow, then you could and should choose a resolution, e.g. one of these: Done, Wont't do, Cannot reproduce, Declined, etc. The resolution field provides some default options and you can add others under administration – issues – custom fields.

Now there are two options to include the resolution when transitioning an issue to closed. First, you can simply add a post function to your transition to closed status and choose the resolution value you desire. In this case the user has no option to choose the resolution value. Second, you can create a screen with the resolution field on it, add that screen to your transition to closed and add a validator to the same transition that requires the user to specify the resolution. In either case you also want to clear the resolution anytime you exit the closed status.

With all that said, and back to your original request, I suggest that you test this by simply adding a post function and setting the resolution to "done". Publish the workflow and then run a test on a new issue transitioning to closed.

[Jack Brickey]

BTW, an issue that has the resolution will look similar to below where there is a green check mark and the resolution value.

[Alexey Kozlov]

tried to close through Done.
2 hours later there was no CSAT request.
translated the ticket in a closed one - I'm still waiting.

[Alexey Kozlov]

in all the previous ones, we definitely did not use the Done status. Instead, they installed "fixed"

[Jack Brickey]

Alexey, a couple of clarifying points:

• to be clear here, in your workflow "Done" is not a status. In the most recent image "Done" is the Resolution you chose for the "Resolved" Status.
• I think you need to be setting the Resolution on the transition to "Closed" not "resolved" since "Closed" is the final status in your workflow.

Is this the only JSM project? If not are any of the others sending out CSAT?

[Alexey Kozlov]

the only one in which we use a request for satisfaction.
I'll try to create a new one.
So far, it has not helped to transfer to the status of a resolution.

[Jack Brickey]

Ok keep me posted.

[Alexey Kozlov]

in the new project, satisfaction works, but only for external clients. Internals do not receive the evaluation request. And I have not yet figured out what exactly affects the request. The project type is the same. In both cases, the task is in the Done status.

[Alexey Kozlov]

it was important to enable this setting

[Jack Brickey]

Ah yes. I made a poor assumption that the customer was getting notified on resolution. 😣

[Alexey Kozlov]