Recently, Atlassian announced that it had acquired Code Barrel, the makers of Automation for Jira, an easy-to-use and highly popular tool for automating many aspects of Jira and Jira Service Desk. It is now available as a native feature in Jira Cloud or, for on-premise customers, as an app in the Atlassian Marketplace. The app's popularity is due to its power and flexibility, allowing any global or project admin to set up rules that save your company time and money--no need to write custom scripts or battle Jira's APIs! For a quick glance at some of its capabilities, see the screenshot below from Automation for Jira's Rule Playground...
In this blog post, let's take a look at how we can leverage Automation for Jira to collect better CSAT data!
As we've seen in my previous blog posts, there are simple ways to solicit a customer satisfaction score when an issue is closed in Jira or Jira Service Desk. What if we want to solicit even more feedback, though? For example, we may want to really dig into requests that get a one-star review to determine where our performance is falling short, or maybe we are collecting rave reviews for a testimonial section on our website and need to get further information from customers who had a five-star experience. Let's check out how we can use a simple Automation for Jira rule to ask for customer reviews based on their rating of our support. Below is an example of soliciting a review for 1-star ratings:
From the screenshot of our automation rule above, we set the automation to trigger whenever Satisfaction changes. We then check if it was a one-star rating, and if so, we leave a comment asking the user to expand on their experience. Once the rule is enabled, whenever a customer leaves a one-star rating, they will get notified of this request (via the comment notification) and will hopefully leave some deeper feedback for us in the comments!
As you can see, it is quite easy to add some powerful Automation for Jira rules around your ITSM processes. I hope this blog post got your creative automation juices flowing. Feel free to share your CSAT automation ideas with us in the comments and be sure to check out my previous blog posts in my series on CSAT within ITSM to learn more about measuring and reporting on CSAT within Jira and Jira Service Desk!