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 > Workflows > Automations > Ticket updates > New rule to reopen the ticket.

Sample rule:

When an action performed by...


Involves any of these events:

Customer Feedback is received > Rating: Any

On tickets with these properties: 



Set status as Open