Responses to CSAT surveys will not reopen tickets. If you would like to follow up with your customers whenever you receive a feedback, you can set up an automation rule under Admin > Automations > Ticket updates tab > New rule to reopen the ticket.


Sample rule:


When an action performed by...

Requester 


Involves any of these events:

Customer Feedback is received > Rating: Any

On tickets with these properties: 

--None--


Actions:

Set status as Open