How do I disable internal Jira ticket comments when sending out the survey?

Background

When the survey is sent out and an automated comment is added to the Jira ticket, this causes it to be reopened. How can I turn off the internal comment to the ticket?

Answer

An internal comment will be added to a Jira ticket to notify agents that a survey email request has been sent. This is a default feature. In some cases, this may reopen tickets, depending on existing automation. Currently, Surveys for JSM lacks a feature to disable internal comments when surveys are sent out.

As a workaround, you can review your Jira workflows and disable the reopening of Jira issues when making an internal comment.

We are currently working on a new Surveys for JSM feature that will enable or disable comments in Jira tickets.