I was surprised to find out that if a participant of a ticket is changed, the CSAT still sends to the original person. For example, someone from our sales team might forward an email to us, and even though we've removed them and added the customer as the participant, the CSAT score will go to the original sender (in this case, the sales person).
I was definitely surprised that it doesn't take into account the person who is actively the participant on the ticket, but I assumed the system was smart enough to pick up who the active participant is at the time of sending a CSAT survey.
