Collect customer satisfaction feedback

Summary

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. Advantages of using JEMHCloud’s integration include:

Customizable templates to make the feedback form look different
Customizable landing page where the customer provides an extra feedback comment
Email-only users are allowed to set feedback, not only 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.

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:

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

When the user clicks on a star, they 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.

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.

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 messages and data.

Expected flow

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:

If commenting on the resolved issue, notifications (type - created a comment) will be sent without customer feedback.
If making any changes (e.g. change assignee/priority etc) or changes with the comments will produce the notifications (type - issue updated) which will include customer feedback.

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.

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:

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:

#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 {     
	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 they redirected to the confirmation page where the user can add a comment. JEMHCloud provides a default HTML response but you can customize it.

In this how-to guide, we’ll 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, colours, or format. The default template uses Atlassian's AUI UI 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.