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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:

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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.

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Advantages of using JEMHCloud’s integration include:

• Customizable templates to make the feedback form look different.

• You can customize the Customizable 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.customer users

How to enable the feedback form in email notifications

You need to enable the feature in your email notification mapping. If you haven't set a notification mapping, follow this guide.

1. Go to JEMHCloud → Notifications → Edit

2. Go to the Customer Satisfaction Feedback and enable the feature
   

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3. Save the notification mapping. You can confirm the feature is enabled by checking the status:

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Basic At this point, basic customer feedback is now enabled. Now, JEMHCloud notifications will show the feedback form when the Service request has been resolved:

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When the user clicks on a star, he/she they will be redirected to the feedback web-form 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 JSM request. You can also use Jira Service Management's reports to see your project's overall feedback.

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Once you create your own theme:

1. Go to JEMHCloud → Notifications → Themes → Edit

2. Go to the Macros editor and search for the #renderCustomerSatisfaction macro

3. Change the macro for the #renderCustomerSatisfaction you can find below this article:

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5. 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.

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7. Save the theme and go to Notification → Email Notification Mappings → Edit and change the template set for the notifications. 

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Then, the notification the customer receive will have a different feedback form:

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#macro(renderCustomerSatisfaction)
#if ( $jemhCustomerSatisfactionManager.shouldShowCustomerSatisfactionQuestion($context))
    $jemhUtils.setFieldRendered()
    <div class="jsd-customer-satisfaction">
        <ul>
         #foreach($i in [$jemhCustomerSatisfactionManager.minRating .. $jemhCustomerSatisfactionManager.maxRating])
         <li>
            <a href="$jemhCustomerSatisfactionManager.createLink($i)" class="jsd-srf-star" target="_blank">
               $messageUtils.getMessage("sd2.email.customer.satisfaction.$i")
               #foreach($j in [$jemhCustomerSatisfactionManager.minRating .. $i])  ★ #end
            </a>
         </li>
         #end
        </ul>
    </div>
#end
#end

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.jsd-customer-satisfaction .jsd-srf-star {     
	color: #0a4a68;     
	text-decoration: none;     
	border: none;     
	display: inline-block;     
	vertical-align: top 
}

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When a user clicks on a star , he/she is they redirected to the confirmation page where the user can provide an extra add a comment. JEMHCloud provides a default HTML response but you can customize it. 

In this how-to guide, we will we’ll change the look of the response by adding the company name. In order to customize the response:

1. Go to JEMHCloud → Notifications → Template Sets → Create 

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2. 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.

3. 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

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1. UI library.

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2. 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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Now, when the user clicks the stars in the email form, the response page will use your new template.

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