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Setting up a Jira Ticket Survey for feedback once ticket is resolved

  • September 23, 2025
  • 1 reply
  • 56 views
nivasan
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Is it possible to customize ticket resolved ticket notification to include a link to a survey? Or what is the recommended way to build this out using Agent Studio to serve up the survey?

Best answer by Kevin Mok

This isn’t possible with the regular core skill, but it is doable with Agent Studio. Given that the ITSM has a workflow or can trigger webhooks on ticket resolution the following can be done:

Flow:

  1. The User opens a ticket via the AI Assistant.
  2. The AI Assistant creates the ticket in the ITSM system.
  3. The AI Assistant resolves the ticket - once it is solved by agent/etc
  4. The ITSM system triggers the Workflow Automation upon ticket resolution.
  5. The Workflow identifies the user who opened the ticket.
  6. The Workflow prepares a survey link.
  7. The Workflow sends the survey link to Agent Studio via a webhook.
  8. Agent Studio's Webhook Plugin handles the incoming webhook.
  9. The Plugin processes the notification and passes it to the User.

 

Here’s a diagram to visualize the example flow
 

 

1 reply

Kevin Mok
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  • Kevin Mok
  • Community Manager
  • Answer
  • September 23, 2025

This isn’t possible with the regular core skill, but it is doable with Agent Studio. Given that the ITSM has a workflow or can trigger webhooks on ticket resolution the following can be done:

Flow:

  1. The User opens a ticket via the AI Assistant.
  2. The AI Assistant creates the ticket in the ITSM system.
  3. The AI Assistant resolves the ticket - once it is solved by agent/etc
  4. The ITSM system triggers the Workflow Automation upon ticket resolution.
  5. The Workflow identifies the user who opened the ticket.
  6. The Workflow prepares a survey link.
  7. The Workflow sends the survey link to Agent Studio via a webhook.
  8. Agent Studio's Webhook Plugin handles the incoming webhook.
  9. The Plugin processes the notification and passes it to the User.

 

Here’s a diagram to visualize the example flow
 

 

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