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You can select any template theme (Jira, Generic, Service Desk, or Service Desk 2) when showing the 1 to 5 stars form in emails.
You can customize the templates making the 1 to 5 stars form look different.
You can customize the landing page of the feedback form where the customer provides an extra feedback comment.
Email-only users are allowed to set feedback, not only JSD customers.
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Go to JEMHCloud → Notifications → Edit
Go to the Customer Satisfaction Feedback and enable the feature
Save the notification mapping. You can confirm the feature is enabled by checking the status:
That's it!!! Basic customer feedback is enabled. Now, JEMHCloud notifications will show the 1 to 5 stars feedback form when the JSD request has been resolved:
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When the user clicks on a star, he/she will be redirected to the feedback web form webform when an extra comment can be provided:
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Once the comment has been added, you can see the confirmation and the comment in the JSD Request:
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You can also use JSD's reports to see your project's overall feedback
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info
Email's feedback form is customized for each email recipient. When the form is enabled and displayed, each email will be different for the different recipients forcing JEMHCloud to send each email independently consuming more usage message and data. |
| Warning |
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If your email notification mapping is using custom template sets, confirm that those templates and their custom theme is up to date with the latest system template sets and themes. You will need to merge the changes from the new system templates. |
| Warning |
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Email's feedback form is customized for each email recipient. When the form is enabled and displayed, each email will be different for the different recipients forcing JEMHCloud to send each email independently consuming more usage message messages and data. |
Expected flow
| Info |
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Once the issue has been resolved, a notification will be sent which includes the customer feedback. After the recipients provide feedback, the issue will be updated accordingly and no notifications will be sent. Please note the following points:
In order to make any changes and send the notifications without including customer feedback, issue status needs to be changed to any other than Resolved/Completed. |
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Go to JEMHCloud → Notifications → Themes → Edit
Go to the Macros editor and search for the #renderCustomerSatisfaction macro
Change the macro for the #renderCustomerSatisfaction you can find below this article:
Go to the Styles tab and edit the .jsd-customer-satisfaction .jsd-srf-star style class and change with the style found below in this article.
Save the theme and go to Notification → Email Notification Mappings → Edit and change the template set for the notifications.
Then, the notification the customer receive will have a different feedback form:
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In this how-to guide, we will change the look of the response by adding the company name
In order to customize the response:
Go to JEMHCloud → Notifications → Template Sets → Create
Enter the name, select the Generic Theme, Select the Customer Satisfaction Response Template Set Type and copy from the System Customer Satisfaction Response Template Set Type and copy from the System Customer Satisfaction Response.
In the Edit Template Set screen, you can customize the response HTML template by changing the company name, colors, or format. The default template uses Atlassian's AUI style library.
In order to select the template set for notifications, go to JEMHC → Notification → Notification Mappings → Edit. Select the new template in the Customer Satisfaction Feedback section
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