Satisfaction Form

[Ayush]

Hi,

Is it possible to send just the satisfaction form individually whenever a ticket is resolved but not send email template (Default: Issue Resolved)?

I just need to send the user the satisfaction form directly and also do not want to enable the Default Issue Resolved Email Template.

[BenP · Accepted solution]

Hi,
When the request gets in the Resolved status, a CSAT token can be retrieved which needs to be used in the email in order to popup the CSAT form & capture the response. As soon as a response is captured, the token becomes invalid. 

It should be possible to have a custom script (groovy script runner) in a workflow post-function to send out the CSAT email.  We were thinking of doing something along those lines later but unfortunately haven't done it yet. Our approach would tie in with JETI - email-this-issue plugin, replacing the native JIRA SD emailing.

Some references: 

• https://community.atlassian.com/t5/Jira-questions/How-do-i-get-Collecting-customer-satisfaction-CSAT-feedback-data/qaq-p/661081
• https://community.atlassian.com/t5/Answers-Developer-Questions/Include-Customer-Satisfaction-Feedback-in-Emails-generated-by/qaq-p/463383
• https://confluence.atlassian.com/servicedeskserver/collecting-customer-satisfaction-csat-feedback-939926566.html