Rating system

SupportHub has two kinds of ratings: a rating of the whole ticket (1–5) after it's closed, and ratings of individual operator replies (👍/👎).

Ticket rating

After a ticket is closed, the customer is asked to rate it from 1 to 5 — in the channel it came from:

• Telegram and VK — with buttons in the bot, if Request rating after closing is on in the bot builder (Telegram or VK, the Rating & Close section).
• Widget — with a card of stars and a comment box, if CSAT rating prompt is on in the widget builder (Conversation section); the Rating prompt text sits above the stars. Until the ticket is rated, the card also shows later, when the visitor opens the closed ticket.
• Email — with the Rating request email linking to a rating page, if that template is on in Settings → Email Templates (off by default). Widget visitors with the email bridge get it too.

In the bot (Telegram and VK), the Rating & Close section also has:

• Rating message — the request text; variables are supported.
• Rating type — 5 Stars (1-5) (buttons ⭐ 1…⭐ 5) or Like / Dislike (👍 counts as 5, 👎 as 1).
• Comment — the bot asks for one after any rating (Always ask for a comment) or when the rating is at or below the threshold (Request comment on low rating — on by default; Low rating threshold — 3 by default); the prompt is the Comment request text. The customer's next message is saved as the comment: within 10 minutes in Telegram (where they can also skip it), within 30 minutes in VK.
• After rating message — the reply when no comment is needed; if it's empty, the bot thanks the customer with its standard text.

The request goes out on any close: an operator closes the ticket in the dashboard or on the Telegram group card, the customer closes it themselves (in the bot, from the inactivity warning or in the widget), or auto-close fires. A ticket that already has a rating isn't asked again. When an operator just changes the status to Resolved, no request goes out, but in the widget the rating card shows when the visitor opens that conversation.

Reply ratings 👍/👎

When reply ratings are on for the project, 👍/👎 buttons appear under operator text replies in Telegram and in the widget, and the dashboard shows the rating icon on the operator's message. VK, WhatsApp and email have no such buttons. Reply ratings are off by default.

It's one setting for the whole project. An owner or admin turns it on and off in Settings → Ratings with the “👍/👎 buttons under operator replies” switch; it saves right away, without publishing. The same switch sits in the Telegram bot builder (Rating & Close section) and in the widget builder (Conversation section) — it's the same project setting, not a per-channel one. Ratings also links to where each channel asks for the ticket rating.

When reply ratings are off:

• new replies in Telegram go out without the buttons. Replies sent earlier keep them in the customer's chat: Telegram doesn't let us take them out of the history;
• the widget shows no 👍/👎 under new or old replies — neither the buttons nor a rating already given. A widget a visitor already has open finds out on the next page load;
• if a customer taps a button left over from when ratings were on, the rating is saved and they get the usual thank-you — it's their answer;
• ratings already given aren't deleted: they show on the messages in the ticket and count in analytics. The Satisfaction 👍 card says Off when there are no ratings in the period;
• reply ratings inside BILLmanager are shown by BILLmanager itself, and this switch doesn't affect them: the module (v2) still carries them over to SupportHub.

Where ratings show up

• In the ticket: a “★ N” badge in the header (the comment is in the tooltip) and in the list row, plus Rating and Customer comment in the side panel.
• On the ticket card in the Telegram group — if “show rating” is on in the card template.
• In analytics: Average Rating for the selected period, the Rating column in By Channel and on the Operators tab (only owners and admins see it), and the Ratings & comments list — the latest 30, regardless of the period. Satisfaction 👍 is the share of positive reply ratings, not ticket ratings. An operator without admin rights sees only their own tickets in analytics.