Hi ​@Vinnnn 

Greetings From Freshworks Community

When we set up survey using the default customer satisfaction available under the Admin → Workflow → Customer satisfaction and based on the condition there is a separate email that gets triggered to the requestor that the ticket has been resolved/closed along with the survey link.

Article for reference :- Customer Satisfaction

Do let me know if you have any follow up concerns, also please feel free to reach out t support@freshdesk.com and we would be happy to assist you.

Thanks :)

I need something to configure with my Freshservice instance.

Hi ​@Vinnnn,

To set up customer satisfaction surveys and provide the end user with either a pop-up widget or an email notification after the ticket is resolved, follow these steps:

Create the Satisfaction Survey:

Go to Admin > Satisfaction Survey.
Click on Create New to start building the survey.
Enter a title and configure the survey questions (choice-based, short text, or ratings).
Add any mandatory requirements, scores, or rules for displaying specific questions.
Review and save your survey.

Choose the Trigger Options:
Set conditions for triggering the survey, such as after the ticket is resolved.
Configure the frequency of survey emails to avoid over-sending.
Define whether the survey should appear in specific tickets based on fields or conditions.

Trigger via Pop-up Widget:
Configure the survey to display as a widget link in the customer portal or within any relevant communication, depending on when you want it available to users.

Trigger via Email Notification:

In the survey settings, compose the text for the email notification that will include the survey link.
Ensure that the resolution email includes the survey link configured.

Activate the Survey:

Once all settings are in place, click Save & Activate to make the survey active.

https://support.freshservice.com/en/support/solutions/articles/50000010576 - Please refer to this article for the steps to be followed.