How to Automatically Submit CSAT Rating from Email in Jira Service Management?

[Nicolas SCHANG]

Hello,

We have implemented the customer satisfaction (CSAT) system in Jira Service Management. Currently, when a customer clicks on a rating star in the email, they are redirected to a feedback page where they have to click on the star again to confirm their rating.

We are using the following URL format in the email:

https://YOUR_JIRA/servicedesk/customer/portal/2/{{issue.key}}/feedback?token={{issue.properties."feedback.token.key".token}}&rating=1

The link correctly redirects to the feedback page, but the rating is not automatically submitted. The customer still has to click again to validate their choice.

If the rating=X parameter does not automatically set and submit the rating, what is its purpose? It seems like it is ignored by the destination page. Is this the expected behavior in Jira Service Management, or is there another way to achieve direct rating submission from the email link?

Thank you in advance for your help!

Best regards

[Gabriel Teixeira]

Hello @Nicolas SCHANG !
You are sending this CSAT with automation or using the default CSAT provided by Jira SM?

[Nicolas SCHANG]

Hello!

Actually, both. We currently have the default CSAT in place, but we are working on an improved email through automation. In both cases, the rating is not automatically submitted.

[Gabriel Teixeira]

For the CSAT default, the usability is not so good, but when the user click in the star in email it automatically save the vote, but the user is redirected for this page with a comment box to use if want to leave some note.

In the other hand, if you want to send CSAT in a customized way, you could use it via API:
The Jira Service Management Cloud REST API

[Nicolas SCHANG]

Based on my tests, neither the default method nor the customized email via automation automatically records the rating.

User interaction with the stars on the destination page is required to confirm the rating.

As you can see in the screenshot, when using the default system, the stars are not pre-selected or confirmed; the user must click to validate their rating.

Furthermore, after checking the ticket details, I can confirm that the rating is only assigned to the ticket after the user clicks on a star on the destination page, not after clicking in the email.

That's why I don't understand the "rating" URL's parameter purpose.