The survey becomes available when the ticket is closed. It usually automatically happens within a few days of your ticket being answered. 
Sorry for the confusion, Mourvèdre. The Game Master likely was confused as to what your question was, it happens at times, especially around subjects that are technically considered “Game Hints”. They try to answer what they can, so that they can help, but are often limited in what can be stated.
Specifically, you likely couldn’t see a vendor option with MOTHER on your character because none of your alts had a Rank 3 Essence that they already did not have. That was the key to seeing the vendor option and to earn Echoes.
The reason you can see the vendor option now is because the structure was changed so that all character who earned a cloak will start earning Echoes and that new purchase options are available. More information on that can be found in the following thread.