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Hi Arnoud, in your Project Settings for JSM, under "Satisfaction settings" could you check to see if "Collect satisfaction (CSAT) feedback" is turned on? Usually the survey goes out when the issue is marked 'Resolved'. Are you using that as part of your workflow? If the issue resolution is 'Unresolved' the survey won't be sent.
Also, are you getting emails for incident updates?
If you create a test issue yourself, are the emails working as expected?
That would be a few things I would check.
Hope that helps.