Helpdesk feedback and ticket ratings
See how customers rated their resolved tickets, read their comments, and open the tickets and conversations behind them.
When a ticket is resolved, your website chat asks the customer to Rate your conversation from 😠 Terrible to 🤩 Amazing, and to add a comment if they like. Feedback collects every rating in one place, so you can see how customers feel and follow up on the ones that went badly.
Where to find it: open Helpdesk, then select Feedback under Insights in the sidebar. The number next to it is how many tickets have a rating.
Read the summary
The top of the page sums up the ratings that match your filters:
- Average rating, out of 5, with the face closest to it
- Ratings: how many resolved tickets were rated
- Happy customers: the share rated 😃 Great or 🤩 Amazing
- With a comment: how many ratings came with a comment
- Ratings by face: how many ratings each face got, and their share
Select a face in Ratings by face to list only those ratings. Select it again to show them all. The breakdown keeps showing every face, so you can compare while the list is narrowed.
Browse the ratings
Each rating shows the face, the customer's comment, who the customer is, the ticket number and subject, the channel, who owned the ticket, its team and status, and when the customer rated it.
- Open ticket opens the ticket, with the conversation and its Details.
- Conversation opens the chat in All Conversations.
Use the search box to find words in comments, ticket subjects, customer names, emails, or ticket numbers. The sort menu shows the newest or oldest ratings first, or the lowest or highest ratings first.
Filter feedback
Select Filters at the top right. You can filter by:
- Rating: one or more faces
- Comment: With a comment or Without a comment
- Assignee: Me, Unassigned, or a teammate
- Team and Channel
- Rated: After and Before dates
Filters change both the list and the summary, apart from Rating, which only narrows the list. Select Clear filters to start over.
Example: to follow up on unhappy customers from the last month, pick 😠 Terrible and 🙁 Bad under Rating, set Rated After to a month ago, and sort by Lowest rating first.
Tip
The inbox can filter by rating too. In Filters, pick faces under Rating, or Not rated, and save the result as a view. See Inbox.
Common questions
Why is Feedback empty?
Customers rate the conversation after a ticket is set to a Closed status, in your website chat (Chat Bubble, Center Stage, or Chat Iframe). If nobody has rated yet, or Ticket ratings is off under Manage → General, the page has nothing to show. Messaging apps like Telegram and Discord don't ask for ratings.
Can customers change their rating?
Yes, while the ticket stays resolved. The page always shows their latest rating and comment.