what triggers the survey satisfaction ?

[Adriana Arévalo]

We have been using Jira Desktop for about a year, and a few months ago we activate the satisfaction survey but not all of our clients receive it. 

We receive service requests from different ways via email, chat and verbal, these last ones we have to create the ticket ourselves we assign the agent and its not the same person as the reporter.

We have notice that the ones that we receive via email receives the survey. But the ones we create dont. 

What can we do so all of our clients receive the survey no matter whom create the ticket or where the ticket come from?

Thanks ind advnace for your kind help

[Angélica Luz · Accepted solution]

Hi Adriana,

When a customer creates a ticket through the customer portal or email, the request type is automatically filled.
The satisfaction survey is a customer notification, so they will receive only if the request type is filled.
If you and your team are creating requests through the + button, you will see that the request type will show as "No match", so you must manually select one, then all new notifications will work.

You can create an automation for the request type to be set when the ticket is opened through Jira:

Automatically set Customer Request Type When Issue is Created via JIRA

If you have any other question, please let us know.

Regards,
Angélica

[Adriana Arévalo]

Thanks Angélica,

We also select the type of request.

[Angélica Luz]

Hi Adriana,

This is the issue type, but what triggers the notification is the request type and this field cannot be added on the "Create screen".
So to fix the issue you need to create the automation to set the request type, so all tickets created through Jira (+ button), the request type will be filled automatically and the notification will work correctly.

Regards,
Angélica

[Adriana Arévalo]

thank you very much!