Jira Service Management provides a customer satisfaction feedback system that allows agents to know the opinion of their customers. JEMHCloud's email notification integrates the same Service project feedback system. Some of the JEMHCloud improvements around feedback:
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 feedback 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 JSM customers.
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Go to JEMHCloud → Notifications → Themes → Edit
Go to the Macros editor and search for the
#renderCustomerSatisfactionmacroChange the macro for the
#renderCustomerSatisfactionyou can find below this article:
Go to the Styles tab and edit the
.jsd-customer-satisfaction .jsd-srf-starstyle 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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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, colours, 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
Now, when the user clicks the stars in the email form, the response page will use your new template.
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