Rating Your Support Experience
Your rating is the clearest signal we get about what worked and what needs improving. It takes seconds.
Where do I find the rating?
- From the tickets table: the star icon next to the view icon in the Actions column.
- From the ticket page: click "Rating" in the top bar.
- From the closure email: the Rate Your Experience button takes you to your ticket and opens the rating window directly.
The rating scale
| Stars | Label |
|---|---|
| 1 | Poor |
| 2 | Weak |
| 3 | Acceptable |
| 4 | Good |
| 5 | Excellent |
Hovering over the stars lights them up progressively to preview your choice, and nothing is saved until you actually click and then press the save button.
What is asked at each level?
1 or 2 — Low rating
A panel opens: "What could we improve about your experience?", and choosing a reason is required. Available reasons:
- Slow response
- Issue not resolved
- Unclear response
- Staff interaction
- Incorrect information
- Other
You can also add an optional comment explaining what happened.
3 — Acceptable
A question appears: "What could we do better?", with both the reason and the comment optional.
4 or 5 — Positive rating
No reason is required and a thank-you message appears. You may still leave an optional comment.
When is rating available?
- Before closure: you can rate and change it at any time.
- After closure: it stays available for 48 hours from the moment of closure.
- After the window ends: the rating becomes view only — your stars, reason, and comment are shown but cannot be changed.
⚠️ Tickets closed before the rating system was introduced are shown as read-only.
Changing your rating
Click the star again within the window; the dialog opens on your current rating, reason, and comment. Change what you want and press Update.
When you raise your rating to 4 or 5, the previous dissatisfaction reason is removed automatically because it no longer reflects your view.
Important notes
- Rating does not create a reply in the conversation and does not reopen the ticket.
- The dialog shows you when you rated and when you last updated it.
- Your comment reaches the support team exactly as you wrote it.