On closing a request, the survey form is sent via email to the contact to rate the customer satisfaction. The survey form is sent to the contact based on the configured Schedule Survey Settings.
The following are the conditions to send the survey form
1. Either a support rep or administrator should have logged in.
2. The request must be closed.
3. The User Survey option must be enable in the Survey Settings.
Click on the link to open the User Satisfactory Survey page,
Once the contact has answered the survey questions and hit the Submit button, the result of the survey is listed under Survey Results. Once the survey is submitted the response cannot be changed.