Collect customer satisfaction feedback

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 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.

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
   

   

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

4. 

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

When the user clicks on a star, he/she will be redirected to the feedback web-form when an extra comment can be provided:

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

Expected flow

How to customize the feedback form

In this how-to guide, we are going to do a small change to the star form showing a vertical list instead of having the stars horizontally. 

First, you need to create a custom Theme and Template Sets by copying one of the existing Themes. Follow this guide to create your own theme.

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:

4. 

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.

6. 

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

8. 

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

#renderCustomerSatisfaction

#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

.jsd-customer-satisfaction .jsd-srf-star

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

How to customize the feedback comment form

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

In this how-to guide, we will 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 

2. 

3. 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.

4. 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.

5. 

6. 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

7. 

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

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  Collect customer satisfaction feedback