Customers would be able to rate their support experience with you by providing a feedback survey to their tickets. These feedback surveys would not reopen the ticket. However, if you would like to follow up with your customers whenever you receive feedback, you can reopen the ticket using a Workflow Automator (configurable under Admin-->Workflow Automator-->New Ticket Rule). 

 

Follow these steps to set up the workflow Automator.

 

Events:

Customer Satisfaction Rating is Any 

 

Action:

Set status as Open