If requesters live in the JSM customer portal, that is where your survey should show up. Email-only programs leave portal-native users under-sampled and drag response rates down.
The outcome
Requesters can rate the experience in-portal while the request is still fresh. Scores attach to the issue. Email remains a fallback for conversations that never touched the portal.
Workflow
- Identify projects where portal usage is high.
- Enable an in-portal CSAT (or CES) prompt on resolution / done.
- Keep the ask short — score first, comment optional.
- Use email surveys only when the requester is not portal-active.
- Watch response rate by channel for two weeks and adjust.
Why this use case matters
Portal collection attacks the root of many “low CSAT response rate” problems: you stop relying on inbox timing alone. It also keeps feedback inside the Atlassian experience customers already authenticate to.
Pair with
- Problem: low CSAT response rates
- Use case: collect CSAT in JSM
- For: IT service desks and JSM admins