FAQ

1) Does the email get sent to the request participant or people on cc?

A: There is an option for you as an admin to send email to a custom field. However the email only sends out to 1 recipient at a time.

2) What happens in the case that Reporter and Assignee are the same people(developer)?

A: There is an option for admin to turn off survey. "Always send survey emails to the recipient even if she or he is the assignee" to unchecked.

3) Email noise. Is there an option to send emails to a random sample of recipient?

A: No. However there is an advance JQL filtering option for you to target a group of recipients. e.g. Issuetype != Development, Component = Support, Labels = Important, etc...

4) What happens when end users are not on the network?

A: They would need to be already on the vpn for us to track the token and record corresponding tickets.

5) Would it be possible to have the option to choose between 5 or 10 stars?

A: We currently only support 5 points rating scale. On the future iterations we are planning to support other rating scales such as 2,3,4 rating scales. Beyond 5 points, we afraid that this could affect the user experience on mobile.

6) is its possible include in the survey request type of issue or SLA information?

A: Yes, this is possible through the use of JQL Filter inside the CSAT Settings Page.

For example, if you wanted to find all the issues in your project that have successfully completed your first-response goals, use the following query:

"Time to first response" != everBreached()

More details into using SLAs inside JQL can be found here

https://confluence.atlassian.com/servicedeskcloud/using-jql-queries-specific-to-slas-844628670.html

Candylio Support

FAQ