No follow-up on unanswered satisfaction (CSAT) surveys
Remind customers who missed the survey, and lift your response rate.
A single survey email on resolution gets a low response. Here is how a gentle reminder changes that.
The symptom
The satisfaction survey is sent once, the moment a request is resolved. Most customers miss that email, so response rates stay low and the handful of scores you get aren’t representative.
Why Jira Service Management behaves this way
CSAT fires exactly one survey on the resolution transition, with no built-in concept of a reminder for people who didn’t respond.
The manual workaround — and why it falls short
Automation rules can re-send to everyone, but without knowing who already answered they end up nagging happy customers and skewing the results.
How Patcher fixes it
Patcher sends a single, gentle reminder for unanswered surveys within a window you set, lifting response rates without pestering customers who already replied.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find CSAT reminders in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.