Once active, you are guided through setting up a JSM Automation rule to send the survey link to employees when a ticket is resolved.
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Head to Automation and create a new rule (or update an existing one) — use the Open Automation Configuration shortcut to get there directly.
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Set the trigger — select Work item transitioned and choose status Resolved.
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Configure the action — select Comment on work item, set visibility to Share with customer, and check Prevent duplicates to ensure the survey is only sent once per ticket.
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Write your survey message — this comment will be sent to the employee. A message template is provided, including the unique survey URL with the
{{issue.key}}variable pre-filled. Adapt the message to match your team's tone.
💡 This is customer-facing — a clear, friendly message improves response rates. You can access the Automation guide again at any time from the survey list.