The member rating flow
See how members rate a closed ticket and where staff can read their response.
Members rate support in the bot's DMs after a ticket closes. Only the person who opened the ticket can rate it, and each ticket accepts one score. The rating remains available even after staff delete the ticket channel.
Receive the closing prompt
With ratings enabled for the bot and category, the close message includes rating controls. Without a category close message, the bot uses its built-in invitation to share the support experience. A close that suppresses ratings doesn't offer a score.
The staff channel shows a read-only version of the prompt. Members use the controls in their DMs, not in the staff channel.
Choose a score
With Dropdown, the member opens Choose a rating and selects a score from five stars down to one. With Buttons, they select one of five buttons ordered from one to five stars.
Once submitted, the score can't be changed. Selecting the controls again confirms that the earlier score is already recorded. Someone other than the ticket opener can't submit a rating.
Add optional written feedback
If Written feedback is enabled, selecting a score opens Share your feedback. The member can write up to 1,000 characters or dismiss the form. Skipping it doesn't discard the score.
A member who skips can use Add feedback on the prompt later. This option requires a nonempty comment. Written feedback can be added once and doesn't overwrite an earlier comment.
After feedback is submitted, the button disappears and the prompt shows the configured Thank-you message. The default is "Thanks for your feedback!"
Find the response as staff
The ticket channel's closing message updates with a Customer rating line and any written feedback. The transcript summary in the transcript channel also shows the response; before a rating arrives, it shows Awaiting response.
The dashboard ticket record includes the score and comment. The Rating page gathers responses across tickets so you can review them together.
Next steps
Customize the rating prompt, or use the results to review support.
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