Ticket rating

Collecting ticket ratings is a simple yet powerful way to measure customer satisfaction, recognize top-performing agents, and identify areas for improvement. Tracking feedback over time allows you to monitor trends, guide training efforts, and maintain consistently high-quality support. Ultimately, this strengthens your team’s performance while building trust and loyalty with customers.

Setting up ticket ratings

To start collecting customer feedback, you need a properly configured Rule in place.

• Go to the Automations section and select the Ticket Rules category.

• Find the Feedback request rule template for collecting ticket ratings.

By default, the Feedback request rule template is:

• Preconfigured with conditions and actions.

• Enabled for new accounts.

You can modify the rule's content to suit your needs. You can also enable or disable it at any time using the switch button to the right of the rule in the main list.

Ticket rating from the recipient’s perspective

The customer’s rating process includes the following steps:

1. Rating selection
   When a recipient clicks on the rating request link, they are redirected to a dedicated feedback page. The selected rating is saved automatically.

2. Adding comments (optional)
   The recipient can add additional thoughts in the comments section on the feedback page. This step is optional.

3. Confirmation
   To confirm their rating and comments, the recipient needs to click Send.

4. Automated saving & time limit

• The initial rating is saved as soon as the recipient selects it in the ticket.

• On the feedback page, they have 10 minutes to change their rating or add comments before the selection is locked in.

• Customers have 30 days to rate the ticket. After that, the feedback link expires.

Ticket rating from the agent’s perspective

Agents can check ticket ratings directly in the Ticket details section under Ticket info.

There are four possible statuses:

• Rating: Not rated – The customer hasn’t given feedback yet.

• Rating: Not applicable – The ticket can’t be rated.

• Rating: Request sent – A feedback request was sent but has not been answered yet.

• Rating: Great / Okay / Not good – The customer’s rating.

Agents can also filter tickets by rating:

1. Go to Tickets → All.

2. Click Filter.

3. Select Rating and choose the status you want to review.

Reporting on ticket ratings

Ticket ratings are a strong indicator of customer satisfaction and support quality.

To analyze them:

1. Go to the Reports section.

2. Open the Overview report.

3. Check Ticket CSAT to review customer satisfaction metrics.

This gives you insights into what’s working well and where improvement is needed.