No follow-up on unanswered satisfaction (CSAT) surveys
The satisfaction survey is sent once when a request is resolved; if the customer misses it, there is no reminder and your response rate drops.
The problem
CSAT in Jira Service Management fires a single survey on resolution. Most customers miss that one email, so response rates stay low and the scores you do get are not representative.
Who runs into this
Service desks measured on customer satisfaction and reporting CSAT to the business.
How Patcher fixes it
Patcher sends a gentle reminder for unanswered surveys within a window you set, lifting response rates without nagging customers who already replied.
Top community comments
Can confirm — reproduces 100% of the time on a fresh project. How is this still open?
425Our admins get complaints about this weekly. Adding our +1 and a link to our internal ticket.
82This has been driving our team crazy for years. Please, Atlassian, just fix it.
48