Hello All, Out of the box Jira Service Management only allows to add one question for the customer satisfaction (CSAT) survey once a ticket is resolved. But most teams like to collect feedback on different aspects of the support provided to the customer by adding more than one question. In this blog I will go over a workaround to send multiple questions to the customer when a ticket is resolved. Scenario Support team uses Jira Service Management to work on customer requests. Once a request is resolved an email needs to be sent to the customer with a survey including multiple questions. Survey response needs to be tied to the Jira ticket number. Solution In order to send multiple questions we will use a google form. When the ticket is resolved the reporter will get an email with a link to a google form containing the survey questions. The first field of the google form will contain (this will be autofilled) the issue key where the user received the survey. Given that we are not using
Hello All, Many teams use Jira Service Management to provide support to internal and external customers. Certain types of requests require agents to reach out to other internal teams to complete the work required. Agents will come across that these internal teams have their own SLAs. The team intaking the initial request can decide to pause the SLA count down for the initial request when they are waiting for another internal team. In this blog I will go over how we can configure workflow / automation to resume the SLA count down based on a date field on the ticket, which will act as a reminder for agents to follow up with other internal teams. Scenario Support team uses the below Jira workflow When agents decide that they need to reach out to another team, they change the status of the ticket to "Internal Wait". SLA for the ticket needs to be paused when the ticket is in "Internal Wait" status (Some will argue that the SLA should not be paused. But that's a whol