Satisfaction Surveys

[Judy Campbell]

I have noticed that we are not sending our satisfaction survey with all of our closed/resolved tickets. Is there a way to ensure we send a survey out with each resolved/closed ticket?

[Walter Buggenhout]

Hi @Judy Campbell,

It might help us if you could elaborate how you noticed this; apart from that, the documentation states:

When you turn on customer feedback, your service project sends customers a quick survey when their request is resolved.

While the documentation is not really clear on what that means, there's 2 things you might want to check:

• In your ticket workflow, have a look at the transition(s) you have configured to resolve / close a ticket. In the post functions of that transition, the last function in the list raises an event. Have a look if this says issue resolved, as this is picked up by Jira's notification mechanism to determine the type of notification to be sent.
• On top of that, the resolved date in Jira - the system date that indicates when a ticket was resolved - is set when you fill out a value in the resolution field. Make sure this is happening too in your bespoke scenarios.

Hope this helps! 

[Nathan Phillips]

Hello @Judy Campbell,

I suggest reviewing the information provided by @Walter Buggenhout above.

Although, if you are still in need of assistance just let us know!