You can send an email based on the survey feedback you receive from the customer. You can send this to any of the agents or thank the customer if he has given a good survcey by setting an Observer rule.
Please navigate to Admin--> Observer--> New rule
When an action performed by...
Requester
Involves any of these events
Customer feedback is received - Reting based on your need.
Action
Send email to Requester / Agent - Based on your need
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