How do I control who receives Satisfaction surveys?

[Kel Hill]

Satisfaction Settings in service desk only let me turn ratings on and off and edit the question asked by the survey. Is there a way to set up who should receive an email when a customer submits a rating?

[Angélica Luz · Accepted solution]

Hello Kel,

Thank you for reaching out to Atlassian Community!

When a ticket is closed/resolved on a Jira Service Management project, it will send a survey to the reporter. Currently, it's not possible to customize that. 

If a ticket is resolved and the request type is filled, it will generate the survey notification.

There are some feature requests suggesting improvements for that:

• Limit frequency of satisfaction surveys
• Ability to configure satisfaction surveys to only be sent out some of the time.
• Allow Customization of Service Desk survey trigger 

Regarding your second question, it's also not possible to configure a notification to let admins know if a customer replied to a survey:

• Customer Satisfaction(cSAT): Send notification to admins/agents when a customer completes a survey

Please, click on vote and watch to receive updates about the features.

Regards,
Angélica

[Kel Hill]

Thanks, Anglica,

It would be nice to be able to customize the invitation, but I am more interested in knowing if it is possible to generate a notification to designated team members when a rating is submitted. Is there currently any way to trigger an email to specific people to let them know a rating has been submitted?

[Angélica Luz]

Hi Kel,

Currently, there is no default notification for that, but there is a workaround where you can create an automation rule to send an email to a group of people when the field "Satisfaction" is updated.

• Customer Satisfaction(cSAT): Send notification to admins/agents when a customer completes a survey

Go to Project settings > Automation > Automation and create a rule as the example below:

Please, give it a try and let us know how it goes.