I found this very old post and its a bit out of date (from 2010), but we actually set up a survey using the Limesurvey, and use a canned response to send out the feedback request. http://www.forum.osticket.com/d/discussion/We are able to use ticket variables in the URL to pass information right into the survey, so that when the user clicks the link, and answers the question, we already know what ticket they are providing feedback on and from which department.It wasn't too difficult to get setup and Limesurvey is open source as well.