Turns out we've been using our closed statuses wrong for a very long while. We've been using Resolved and leaving it at that. Not knowing that it needs to move to Closed at some point. I've played with the Auto-Close settings, but none of the techs or managers like having to pick a Closure Code when Resolving a ticket that way. So we're sticking with Resolved.

I was told to look into getting Survey's to a useable place. But after a quick test it looks like a Survey will ONLY be sent out when a request is Closed, and not Resolved. Is there a way to have it work when we use Resolve as well?