How to send notification when bad customer satisfaction received in Automation

Summary

Stakeholders might want to receive notifications when a request receives a bad customer satisfaction rating. At the moment this is only available by creating an Automation rule.

You can vote and watch the Feature request here:

• JSDCLOUD-4156 - Allow an agent to set the notification when they get specific rating in CSAT survey

You need to have an Administrator role on the Jira Service Management to complete this

Solution

Add Trigger

1. Navigate to Project Settings → Automation

2. Create new rule

3. Select Field value changed as the trigger

Add Condition

1. For the First Value, type in 

1. The condition should be less than.

2. The Second value is set to 3, if you want to receive notification for all one-star or two-star satisfaction ratings.

Add Action

You can send an email with the Send email action.

You can also use any of the other notification Actions, such as Send Slack notifications, Send MS Team notifications.