Feedback & Ratings
Feedback lets members rate their support experience with stars or thumbs, optionally leave a short comment, and send new ratings to a relay channel. Ratings also feed the Feedback dashboard and Pro analytics.
Plan access
Community and Pro servers can collect ratings with the Request Rating flow node. Pro adds advanced CSAT trends, staff attribution, SLA-related insights, and team and operations analytics.
Collection methods
| Method | Where the prompt appears | Best for |
|---|---|---|
| Close DM prompt | Direct message after the ticket closes | Asking for feedback on every closed ticket |
| Request Rating node | Ticket channel during a support flow | Choosing the exact point in the flow to ask for feedback |
Both methods save one rating per ticket and feed the same dashboard and relay channel. If a member rates the same ticket again, the latest rating replaces the old one and any existing comment is kept.
Rating scale
Choose one default scale for the server in Feedback settings.
| Scale | Buttons | Stored value |
|---|---|---|
Stars (1-5) | Five star buttons labeled 1 to 5 | 1 to 5 |
Thumbs up / down | Good and Bad buttons | 1 for up, 0 for down |
Thumbs ratings are normalized to a 0-5 score on dashboards so averages and satisfaction rates stay comparable.
Member experience
Prompt appears
The prompt is sent by the close-DM setting or posted by the Request Rating flow node.
Member rates
The member presses a star or thumbs button. The rating is saved immediately.
Optional comment
If comments are enabled, a short text box opens for a note of up to 500 characters. Otherwise the member receives a thank-you reply.
Delayed close prompts are re-checked
If a close-DM prompt has a delay, the bot checks again before sending it. The setting must still be active, the ticket must still be closed, and the ticket must not already have a rating.
Enable close-DM ratings
Open Feedback settings
In the dashboard sidebar, open Feedback, then switch to Settings.
Enable the prompt
Turn on Ask for a rating when a ticket closes.
Choose timing and format
Set the delay, rating scale, optional comment setting, prompt text, and relay channel.
Save
Click Save changes.
The Settings tab is shown to admins and members with the manage-settings permission. Delay can be 0 to send immediately, or up to 1440 minutes.
Collect ratings in a flow
Add a Request Rating node to a support flow when the prompt should appear in the ticket channel. The node has its own prompt and scale, so it can be placed wherever the support experience is ready for feedback.
Place it near closure
Put Request Rating just before the ticket closes so members rate while the conversation is fresh. See the Support Flows guide for flow setup.
Channel relay
When a feedback channel is set, each new rating posts as a "New Ticket Feedback" embed with the rating, rater, ticket number, and category. If the member adds a comment later, the bot edits that same relay message. Relay delivery is best-effort and does not block the member's reply.
Feedback dashboard
| Tab | What it shows | Permission |
|---|---|---|
| Overview | Average rating, total ratings, response rate, comment rate, distribution, and category breakdown | view-feedback |
| Submissions | Individual ratings and comments, searchable and filterable by whether a comment was included | view-feedback |
| Settings | Collection and relay settings | manage-settings |
The Overview tab supports 7 days, 30 days, 90 days, and all time.
Pro analytics
Advanced CSAT reporting lives on Analytics → Feedback and requires Pro or an organization plan.
| View | What it adds |
|---|---|
| Satisfaction trends | Rating volume, average CSAT, and period-over-period movement |
| Staff attribution | CSAT leaderboards by attributed staff member |
| Response-time analysis | CSAT grouped by first staff response speed |
| Low-rating watchlist | Recent poor ratings with comments, staff, and category |
How staff CSAT is attributed
A rating is attributed to the staff member who claimed the ticket, or who closed it if it was never claimed, at the moment the rating is left.
Privacy and data
Ratings are stored with ticket data. Individual submissions include rater identities and comments, so access is gated by the view-feedback permission. When a member's data is erased, their ratings are removed with it.