QUESTION:
We recently had our email service turned on in our test environment. I was looking to setup the survey feature on closed tickets. I was able to create the survey, make it active and select it to be triggered on closed requests.
Though after I close the ticket I do no see a survey come through. I see the closed ticket email letting me know the request has been closed, but there is no follow-up survey. Am I missing something?
ANSWER:
Customer needs to be "Enabled for Surveys". This can be done by editing customer record and selecting "Enabled for Surveys" check box on the Details tab. On the database side, this check box corresponds with Customer.SANSurveyCustomer filed.