We are sometimes asked if it's possible to resend a survey to a customer who has already rated a ticket. This is not possible as SmileBack only allows one response per ticket.
We allow a short time window in which a rating can be changed, after that the review is closed so that we can run automations, like sending email notifications.
If you send a survey again for a ticket when a response was already received, your customer will see a notice that they cannot submit a rating again for that ticket.
If you wish to record that a customer is now happy after taking remedial action for a negative review, you have the following options: