Re: "I am recently using Osticket. I would like to know if there is an option which allow the email state as "pending"." I really have no idea what you are trying to ask here. Emails don't have statuses in osTicket... Tickets do. Yes you can create any ticket statuses you want, and one of them could be pending. We use a Pending status here.Re: "Also, I would like to know if there is an option which allow to send "satisfaction surveys " to the customers from osticket automatically."No. osTicket does not have built in "satisfaction surveys". But nothing would stop you from creating a canned response and when you close the ticket use the canned response that would send the person an email with a link to the survey site of your choice to fill out the survey of your choice. Many survey sites have a way to populate a hidden field with things like the ticket number so that you could track back which ticket was associated with which survey. We used to do this.