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Rating System (CSAT)

Gather feedback on your support team's performance by asking users to rate their experience after a ticket concludes.

Configuration

  1. Go to the Rating System tab in the Panel Editor.
  2. Enable the system.

Two-Step Close

Enabling the Rating System automatically forces Two-Step Close (Confirmation Mode). The rating request replaces the standard "Confirm Close" prompt.

Request Methods

You can choose how the user is asked for feedback:

  • Ticket Channel (Recommended): The bot posts an embed with 1-5 Star buttons inside the ticket channel.
  • Direct Message: The bot DMs the user with the rating request.
  • Hybrid: Tries to DM the user first; if DMs are closed, it posts in the channel.

Rating Request

The rating prompt users receive before a ticket closes.

Social Proof (Public Feed)

You can select a Public Feed Channel (e.g., #reviews). When a user submits a 4 or 5-star rating, the bot will automatically post a standardized "Review Card" in that channel to showcase your community's satisfaction.

Review Card

An example of a positive review posted to the public feed.

Analytics

All ratings are aggregated in the Statistics page.

  • CSAT Score: Average star rating (1.0 - 5.0).
  • NPS (Net Promoter Score): Calculated based on the ratio of Promoters (5 stars) vs Detractors (1-3 stars).
  • Staff Leaderboard: See which staff members are receiving the highest ratings (based on who claimed the ticket or replied last).

Statistics Page

The statistics dashboard showing CSAT scores and staff performance.