User Feedback

Gather valuable insights from your community by enabling the User Feedback system. When enabled, users will be prompted to rate their support experience upon ticket closure.

Note: Feedback ratings are visible in the Analytics dashboard and you can also check per ticket ratings on transcripts page, allowing you to track staff performance and user satisfaction over time.

How it Works

1. Enabling Feedback

Go to Settings in your dashboard and look for the User Rating option. Toggle it to "On" to enable the feedback collection system for your server.

2. Ticket Closure

When a staff member closes a ticket, the user who opened the ticket will receive a Direct Message (DM) from the bot. this DM includes:

  • A summary of the closed ticket
  • A button to view the full transcript online
  • A rating prompt (if enabled) asking them to rate their experience from 1 to 5 stars

3. Collecting Ratings

Users simply click one of the star buttons (1-5) to submit their rating. The bot will acknowledge their rating and update the record.

Viewing Feedback

You can analyse the feedback data in the Analytics section of your dashboard.

  • See overall average ratings for your server.
  • Break down ratings by individual staff members to recognize top performers.
  • Identify areas where support quality can be improved.
  • View Individual Ratings: The rating for each specific ticket is visible directly on its transcript.
  • Filter Transcripts: You can filter the Transcripts list by star rating to easily find highly-rated or poorly-rated interactions.

Pro Tip

Encourage your users to leave honest feedback. High ratings can foster trust in your support team, while constructive criticism helps you grow!