The Feedback module asks customers how their ticket went once it is closed. The closing card gets a Feedback button; one click opens a short rating — stars, thumbs or an emoji scale — and, if you want, a comment field. Every rating flows into your dashboard: the ticket, the statistics, the agent leaderboard and the Ratings page.
How it works
The ticket closes
The closing card shows a Feedback button alongside Reopen and Transcript — in the customer's DMs, private thread or channel.
The customer rates
Without a comment field, the rating is a single dropdown. With one, a small form opens: the rating plus a comment box.
Clarify stores one rating per ticket
Only participants of the ticket may rate, and a ticket can be rated once. The customer sees your thank-you line.
You see it everywhere
On the ticket's page, in the Avg. rating KPI and distribution on Statistics, on the agent leaderboard (credited to the supporters who contributed), on the Ratings page and on member profiles.
Whatever scale you choose, every rating is stored as a number from 1 to 5, so switching styles later keeps your history comparable.
How should customers rate?
- Stars — Classic 1-5 star scale.
- Thumbs — Simple thumbs up or down. Stored as 5 (satisfied) or 1 (not satisfied); the dashboard shows the share of positive ratings.
- Emoji — An emoji scale from angry to amazed: 😡 Terrible, 😕 Poor, 😐 Okay, 🙂 Good, 🤩 Amazing.
Collect a comment?
More context — but every extra step costs responses.
- Rating only — One click in Discord — no comment field.
- Optional comment — A comment field the customer may skip.
- Required comment — The rating is only accepted with a comment.
Wording
The two lines the customer reads — keep them short and friendly.
When to ask?
Where ratings show up
Statistics
The Avg. rating KPI and the rating distribution, plus the agent leaderboard credited to contributing supporters.
Ratings page
Every rating customers left, newest first, each linking to its ticket — reached from the Customer satisfaction card.
The ticket
A Customer rating card and a Rated entry in the ticket's timeline on its dashboard page.
Frequently asked
Only its participants — the customer and anyone added to the ticket. Others who press the button see a short notice and nothing is saved.
No. The first rating counts; a second attempt is answered with "This ticket has already been rated — thank you!".
Future closing cards have no Feedback button. Existing ratings stay. The Transcripts module can still ask for a plain five-star rating with default wording.
Transcripts
Every closed ticket keeps its full conversation on a transcript page. Decide who may open it, what it shows, whether participants can rate, and how the link is delivered on close.
Escalation
Move a ticket to another support tier — same ticket, same customer conversation, new team. Anarchy, a ladder, or per-team intake rules decide who may move what.