How to send CSAT link to customer using custom notification via Automation when default Request Resolved customer notification disabled in JIRA Service Management Cloud
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
JIRA Service Management CSAT ( Customer Satisfaction Survey ) feature by default is sent out to customer with the default Request Resolved customer notification. If this customer notification is disabled, customers will not receive the CSAT notification.
Environment
JIRA Service Management Cloud.
Solution
As a workaround, Admins can send a CSAT link to external customer using Automation rules which bundle Send Web Request and Send Email actions together. Follow the steps below:
- Open the project and go to Project Settings > Automation
2. Click Create Rule
3. Use Issue Transition trigger and choose Resolved status (choose status where Resolutions are set)
4. Next, choose Send Web Request action to generate a customer feedback.token.key using Set issue property REST API endpoint. The action configuration will be:
- Web Request URL: https://<insert instance name>.atlassian.net/rest/api/3/issue/{{issue.key}}/properties/feedback.token.key
- Headers :
- Authorization: Basic <insert user_email_address:API_token encoded in Base64>
- Content-Type: application/json
- HTTP Method: PUT
- Web Request body: Custom Data
- Custom data :
{
"token": "test123",
"issueID": {{issue.id}}
}How to encode authorization with Base64
If you don't have API token, follow the steps in Manage API tokens for your Atlassian account .
- Go to https://www.base64encode.org/
- Key in user_email_address:API_token
- Then, press Encode
- Copy the encoded text and paste at the Web Request authorization header
- Lastly, check Delay execution of subsequent rule actions until we've received a response for this web request and Save it
- The configuration will looks like below :-
5. Once done, add the Send Email action and set as below:
- To: Set the Reporter
- Subject: {{issue.key}} - Please do the Survey
- Content: {{issue.url.customer}}/feedback?token=test123
The email content can be customized, however ensure that the smart value provided above is configured. The instructions above configure a static token, in this case test123. The following Atlassian Community article provides instructions on creating dynamic tokens when following the steps outlined in this knowledge base article: Create a unique token for Jira Service Management custom satisfaction survey links with Automation.
Disabling the Customer Satisfaction Notification will hide all references to the Satisfaction Report in the Project. To re-enable access to the report, please follow the steps outlined in the following article:
Accessing the Satisfaction Report when the Customer Satisfaction Notification is Disabled