Case:

Jira supports sending automated emails (in our case the CSAT- Customer Satisfaction Survey) when the resolution status is set to Resolved. Just By enabling a property in the settings and then creating a rule all this can be done.

If this customer notification is disabled, customers will not receive the CSAT notification.

Solution:

  1. First, check if the CSAT settings is enabled (it's enabled by Default). To do that, follow the steps below:
    1. Go to Project Settings
    2. then Satisfaction Settings. (Located in the left panel)
    3. Check the Collect satisfaction (CSAT) feedback button if it's enabled and enable it if it's not.
  2. Now you need to create a Rule which sends a CSAT link to an external customer. Follow the steps below:
  3. In your Project Settings > Go to Automation. 
  4. Click Create Rule
  5. In the "Add a Trigger" panel, search for "Issue Transition" and choose is as a trigger.
  6. Then choose Resolved status in the "To status" box (choose status where Resolutions are set) 
  8. Now, after clicking on "Next", choose "THEN: Add an action" and search for "Send Web Request" action to generate a customer feedback token key.
  9. For the configuration, fill out as shown below:
  10. Web Request URL: https://<insert instance name>.atlassian.net/rest/api/3/issue/{{issue.key}}/properties/feedback.token.key
  11. Headers :
    1. Authorization: Basic <insert user_email_address:API_token encoded in Base64>
    2. Content-Type: application/json
  12. HTTP Method: PUT
  13. Web Request body: Custom Data
  14. Custom data:
    {
    "token": "test123",
    "issueID": {{issue.id}}
}
  15. Finally, check the Delay execution of subsequent rule actions until we've received a response for this web request box and save.
  16. Below, is a representation of the configuration mentioned above:
  18. After finishing up the "Send Web Request" configuration. Add a new action "Send Email".
  19. Set its configuration as below:
  20. To: Set the Reporter 
  21. Subject: {{issue.key}} - Please do the Survey 
  22. Content: {{issue.url.customer}}/feedback?token=test123
  24. After completing the configuration, Click on "Save".
  25. Finally, Click on "Turn on rule" and set rule name.
  26. For more instructions, you can follow this link here

Related Pages