# 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](https://hourzero.dev/docs/ai-agent-management/helpdesk/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.

## Next steps

- [Helpdesk](https://hourzero.dev/docs/ai-agent-management/helpdesk): See how a conversation becomes a ticket and what the customer sees.
- [Inbox](https://hourzero.dev/docs/ai-agent-management/helpdesk/inbox): Find tickets, filter them by rating, and save views.
- [Statuses and tags](https://hourzero.dev/docs/ai-agent-management/helpdesk/statuses-and-tags): Learn which statuses resolve a ticket and ask for a rating.