I'm sure this has been covered somewhere in the forums, but I thought I would post it again in case it's helpful to someone thinking about using the transactional surveys.

Example: 

Our survey rule is set to send a survey to the customer 24 hours after their incident is set to Closed status. 

Here's the important bit: 

If the status of the incident changes after it is set to Closed and the Closed status is what your rule uses to trigger the survey, it DOES NOT stop the survey from being sent. 

Scenario: 

1. Customer emails us for help

2. We respond and set the incident to Closed status. 

3. The customer has another question and replied changing the status of the incident to "Updated by customer"

4. If the research for the second question takes more than 24 hours, the survey will still be sent even though the incident is no longer in "Closed" status. 

We had originally been advised that changing the status would prevent the survey from being sent but further examples sent to tech have proven the opposite. 

Hope this helps someone. 

Jray