Missing survey emails or unable to access survey links?

Summary

We deeply value and appreciate the feedback gathered from these support surveys. This information is essential for understanding our customers' support experiences and enables us to track valuable insights related to our products.

Typically, these emails are dispatched within 5 minutes of ticket closure to the individual who reported the support ticket.

How does a survey email look?

• The survey email is sent to the inbox of the individual who reported the support ticket.

  • Name of the sender: Atlassian Support

  • Sender Email address:noreply@surveys.atlassian.com

  • Subject: “How did <Support Engineer> do on <Support ticket>?”

• The email will feature the Atlassian header, and the body of the email will resemble the following:

Diagnosis

If you haven't received a survey email, there could be several reasons for this:

1. Emails Landing in the SPAM Folder:

   1. It's possible that these emails may end up in your SPAM folder due to your mail server's settings. In such cases, please check your SPAM folder and whitelist the sender's email address (noreply@surveys.atlassian.com) to ensure that future emails arrive in your inbox.

2. Email Routing:

   1. Please verify if you have any routing rules established in your inbox that could redirect emails based on specific subjects, sender names, or email addresses to various folders.

   2. Please review the existing rules and make the necessary adjustments to ensure that survey emails are delivered appropriately. This should take into account the sender's name, sender's email, subject line, and other relevant factors as previously outlined.

3. Blocked by mail server:

   1. If the previous two options do not resolve the issue, we recommend consulting your mail administrator to verify that the emails are not being blocked at the mail server level.

4. Survey URL blocked by the Organisation:

   1. If you have received the email but are unable to access the URL due to your organization's restrictions, you can request your network team to whitelist the domain surveys.atlassian.com.