How to find out how many Jira Service Management Customer Satisfaction Survey has been sent
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要約
The response rate to the Jira Service Management Customer Satisfaction Survey is low sometimes. As an admin, I would like to find out how many emails we sent out in the last month and this month.
ソリューション
Jira uses the AO_4E8AE6_NOTIF_BATCH_QUEUE table to store the satisfaction survey email notifications to customers. Every time when the CONTEXT is RESOLVED, JSD will send out a CSAT email.
In order to obtain the email CSAT emails you sent during the previous month, we can run the following query to get the count.
select count(*) from AO_4E8AE6_NOTIF_BATCH_QUEUE where CONTEXT='RESOLVED' AND SENT_TIME between 1598943600000 and 1601535540000;
1598943600000 is in epoch time format and it means Sep1st 12 am PST.
1601535540000 is Sep30th 11:50 pm PST.
Google Epoch time converter to change the time from human date to Epoch format to get the data. Please also be aware that this query was written for MySQL, please modify to meet the different needs of your database.
The table AO_4E8AE6_NOTIF_BATCH_QUEUE is cleared 1 month after sending it to avoid the database table gets too big.
Additional Information
- Review the customer satisfaction survey is not sent when a service project request is resolved to ensure that the users are absolutely getting all the survey emails as expected.
- JSDSERVER-4159 to allow Resend customer satisfaction (CSAT) feedback request multiple times (reminders).