Setting up Automation for survey distribution
Once your survey is activated, it does not send itself automatically. Dispatching the survey to employees is handled through Automation, giving your team full flexibility over when, how, and to whom the survey is sent.
This deliberate separation means you are not locked into a single trigger — you can adapt the automation rule to match your team's processes, whether that means sending the survey on ticket resolution, after a specific status change, or targeted at a particular request type or project.
Setting up your automation rule
From the Distribute step of the survey creation flow — or at any time from the survey list via the Automation guide button — you are walked through the following setup:
Head to Automation and create a new rule. Use the Open Automation Configuration shortcut to open JSM Automation directly.
Set the trigger — select Work item transitioned and choose status Resolved. This ensures the survey is sent as soon as a ticket is closed, capturing feedback while the interaction is still fresh.
Configure the action — select Comment on work item, set visibility to Share with customer, and enable Prevent duplicates to ensure the survey link is only sent once per ticket, even if the ticket transitions multiple times.
Write your survey message — the comment will be delivered to the employee as part of the ticket resolution. A ready-to-use message template is provided, with the unique survey URL and the
{{issue.key}}variable pre-filled to personalise the link per ticket. Adapt the tone and wording to match your team's communication style.
💡 This is customer-facing — a clear, friendly message improves response rates.
Why Automation?
Delegating survey dispatch to JSM Automation means you are not limited to a single, fixed trigger. Here are a few examples of what you can do:
Target a specific team or project — send a CES survey only to tickets handled by your network team, to measure the effort employees face when reporting connectivity issues.
Segment by request type — send a CSAT survey after hardware provisioning requests are resolved, and a separate NPS survey for software access requests, to compare satisfaction across service categories.
Control timing — trigger the survey a few hours after resolution rather than immediately, giving employees time to confirm their issue is truly resolved before rating the experience.
Avoid survey fatigue — combine the Prevent duplicates option with automation conditions to limit how frequently a given employee receives a survey, for example by filtering on specific queues or priorities.
Bundle with other actions — send the survey link as part of a broader resolution message that also includes a satisfaction follow-up or a link to your IT knowledge base, all within a single automation rule.
ℹ️ Your survey URL is stable once the survey is activated — you can update your automation rule or message at any time without needing to recreate the survey.