Client does not receive a survey when a ticket is closed

First, select a survey method listed below. 

Closed Ticket Email

This method includes a survey invitation link. When you close a ticket, click Save and Email. The client will be able to see the invitation

Survey Reminder Email

This method sends a reminder after a set interval if a survey response is not received from the initial invitation.

1. Verify that the technician is using "Save & Email" after ticket status is set to Closed.
2. Go to Setup > Surveys> Options.
3. Verify that the Default Survey Reminder Interval is set.
4. Verify if in the Default Setting for Email Recipients if Client is ticked or not (this is if you want to have email updates sent to clients for every ticket updates)
   1. If not, then in the ticket details itself, before closing the ticket and clicking on "Save & Email", make sure the Client is ticked in the Recipients tab of the ticket.

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Note that the Survey invitation link is included in the Closed ticket email notification.  There is no separate email sent for the Survey. The customer may have just missed the survey invitation from the closed ticket email. 

Make sure that the client's email is not the same email address as the technician's. Web Help Desk will detect that the user is a technician hence it will not send a survey email.