JIRA and Polly CSAT Service Manager Automation

How to install a Polly for JIRA Service Manager automation to set up a CSAT workflow.

By integrating Polly workflows with Jira Service Manager, you can streamline the process of collecting feedback for your service desk and CSAT workflows.

Once the integration is set up, Polly will automatically send a quick customer satisfaction survey to your customers in Slack when their request is resolved. 

High Level Overview

• We will need to create a custom polly workflow along with a new Jira Service Manager automation rule.
• Next we’ll connect the two of them via API to ensure that the polly CSAT survey gets delivered in Slack when the issue is resolved.
  
  

What you will need prior to set-up

1. A Jira Service Manager instance.
2. A Slack workspace for your team or company.
3. Polly installed on your Slack workspace. Follow this link to install Polly for your Slack workspace.
4. Access to Polly's API and Workflows. Contact us if you do not have access.

We can now start building your CSAT/Feedback Workflow with Polly for Jira Service Manager.

Setting up Polly for Jira Service Desk Integration

Here's how you can set up the Polly for Jira Service Desk integration to start sending CSAT feedback surveys in Slack:

1. Install the Polly for Jira Service Management app from the Atlassian app Marketplace.
2. Go to https://app.polly.ai/api and create an API token with the scope Workflows:read/write
   
   Keep the API token handy, we’ll be needing is soon
   
3. Navigate to Polly Workflows
   
   
   Click on Create and then on Custom Workflow
   

   
   
   Here are the steps you need to follow for creating a Polly workflow

   1. Add a title to help you remember this workflow.
   2. Pick API as the trigger.
      
4. Fill in the following values for the metadata fields:
   
   

   Parameter	Data Type	Show in Polly	Label
   issue_id	String	No
   issue_key	String	Yes	Issue
   issue_fields_summary	String	Yes	Summary
   issue_fields_reporter_name	String	No
   issue_fields_reporter_email	Emails	Yes	Reporter Email

   
   Here is what this looks like in your Polly Workflow setup:

   
   
5. In the Pollys to send section make sure you pick the following values
   1. Select the “Jira Service Desk Customer Satisfaction” template in Polly 
      
   2. Select Variable Audience, “Reporter Email” in Send polly to. 
      
   3. Enter 0 for Num minutes after trigger. 
      
      
   4. Don’t forget to Save. Once you do, you’ll see a preview for the polly itself. 
      
6. Select Create Workflow to complete this workflow configuration.
   
   🎉 Congratulations, your Polly workflow has now been configured!
   
   Click into this workflow and capture the workflow ID XXXXXXXXXXXXXXXX mentioned at the top of the page. You'll need it later. 
   
   
   
7. Now we need to head back to Jira Service Manager, select a project and and create a new automation rule in it. 
   1. First add a trigger by searching for issue transitioned. Select it when it shows up.
      
   2. Next, select the To statue to Done. Leave the From status blank. Select Next.
      
      
   3. Now Add an Action. Search for and select “Send Web Request”
      
   4. Now perform the following steps: 
      
      1. In web request URL add the following URL: https://api.polly.ai/v1/workflows.trigger
      2. HTTP method should be: POST
      3. Web request body should be: Custom data
      4. Paste the following metadata in the custom data where XXXXXXXXXXXXXX is the workflow ID from Step 5 above:
         
         {"id":"XXXXXXXXXXXXXX","metadata":{"issue_id":"","issue_key":"","issue_fields_summary":"","issue_fields_reporter_name":"","issue_fields_reporter_emailAddress":""}}
         
         
      5. Select the "Delay execution..." checkbox. 
      6. In Headers (optional) enter a Key X-API-TOKEN and for it’s value YYYYYYYYYYYYY, add the API Token you generated in Step.
         
         
         
   5. Click on Next
      
      
   6. Turn on the rule. 
      
      

🎉 Your CSAT workflow is now complete - go back to your Jira project and try transitioning a ticket in to the Resolved state to test your JIRA Service Manager and Polly CSAT automation.