Customer satisfaction or CSAT is a key performance indicator that tracks how satisfied customers are with an organization’s products and/or services.
How we capture information from JIRA or JIRA Service Desk
CSAT survey operates on JIRA/JIRA Service Desk project. Now we can capture a Customer Satisfaction response after each ticket, which helps us diagnose how well we resolved problems, and gives another benchmark in our internal team.
How it works.
After a ticket is set to Resolved, JIRA sends a mail to the person who triggered the ticket with information that it is Resolved. In this email, we send out an CSAT survey to capture their feedback.
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This then becomes a “Transactional” touchpoint added into our system (this already contains the “Relational” touchpoint data).
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You don't want to send email surveys? Use In-context (within Jira ticket rating). |
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We report all the CSAT responses into the "all feedback" page and providing admins with an overview of how your team performing overtime.
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