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?
Solved
Setting up a Jira Ticket Survey for feedback once ticket is resolved
+3Best 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:
- The User opens a ticket via the AI Assistant.
- The AI Assistant creates the ticket in the ITSM system.
- The AI Assistant resolves the ticket - once it is solved by agent/etc
- The ITSM system triggers the Workflow Automation upon ticket resolution.
- The Workflow identifies the user who opened the ticket.
- The Workflow prepares a survey link.
- The Workflow sends the survey link to Agent Studio via a webhook.
- Agent Studio's Webhook Plugin handles the incoming webhook.
- The Plugin processes the notification and passes it to the User.
Here’s a diagram to visualize the example flow
+1This 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:
- The User opens a ticket via the AI Assistant.
- The AI Assistant creates the ticket in the ITSM system.
- The AI Assistant resolves the ticket - once it is solved by agent/etc
- The ITSM system triggers the Workflow Automation upon ticket resolution.
- The Workflow identifies the user who opened the ticket.
- The Workflow prepares a survey link.
- The Workflow sends the survey link to Agent Studio via a webhook.
- Agent Studio's Webhook Plugin handles the incoming webhook.
- The Plugin processes the notification and passes it to the User.
Here’s a diagram to visualize the example flow
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