Ticket Rating

Customers can rate support in two ways: rate the whole ticket after it's closed (1 to 5), and mark an individual operator reply with 👍 or 👎. The two ratings are independent.

Ticket rating

• The rating request goes out whenever a ticket is closed: with the Close button (including a bulk close in the Inbox or a move to “Closed” on the board), by auto-close, or by the customer. The customer gets it in the ticket's channel, if it's turned on there: bot buttons in Telegram and VK, a card with stars in the website widget, and the Rating request email with a link to a rating page for email.
• In the bot, the customer picks from ⭐ 1 to ⭐ 5 — or 👍/👎 if the bot uses the “Like / Dislike” type (👍 is saved as 5, 👎 as 1). In the widget and on the page from the email, it's 1 to 5 stars.
• After a low rating (3 or lower by default) the bot asks for a comment, which the customer can skip. An admin can make the bot ask for a comment after any rating. In the widget, an optional comment goes right in the card, under the stars.
• A ticket that already has a rating isn't asked again. If 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.
• Your integration can also submit a ticket rating through the API (see Ticket rating in the API).

Where you see a ticket rating:

• In the Inbox — ★ with the number on the ticket row; if the customer left a comment, a quote icon appears next to it, and hovering shows the comment.
• In the ticket header — ★ with the number.
• In the customer card next to the conversation, “Ticket” block: “Rating” and “Customer comment”.
• In Analytics → “Overview”: the “Average Rating” card and the “Ratings & comments” list. An operator sees only the ratings of their own tickets there; the owner and admins see the whole project and also get a “Rating” column on the “Operators” tab.

Reply ratings 👍/👎

• If reply ratings are enabled for the project (they're off by default; an owner or admin turns them on in Settings → Ratings), the customer sees 👍 and 👎 buttons under operator replies: in Telegram under text replies, and in the website widget under every reply, which can be rated once. When they're turned off, ratings already given stay on the replies.
• For tickets from BillManager connected through the SupportHub module, the 👍/👎 the customer gives replies in BillManager itself show up here too (see BILLmanager 6 integration).
• In the ticket, the rating shows as a 👍 or 👎 badge in the reply header, next to the time (tooltip “Customer rated this reply positively” or “Customer rated this reply negatively”). The badge appears right away, without reloading.
• In Analytics → “Overview”, the “Satisfaction 👍” card shows the share of 👍 among rated replies for the selected period, across the whole project.