Member reviews
On paid plans, closing a ticket asks the member how it went: five star buttons right in the closure DM, with an optional comment.
How it works for members
The DM arrives with the transcript link and the question "How was your support experience?" One tap records the rating; it is final, so there is no gaming it afterward. A comment button opens a small form if they want to say more.
Tickets closed for inactivity or by a dashboard force-close skip the ask.
Where reviews land
Open Tickets, then Reviews for:
- Average rating, total count, and the 5-star share.
- The full distribution from 1 to 5.
- Averages by category and by staff member, attributed to whoever claimed the ticket (or to the staff member who closed it, if it was never claimed).
- The feed of every review, each linking back to its transcript.
Making them useful
Reviews pair naturally with performance tracking: a staff member with fast closes and low stars tells a different story than slow closes and five stars. Read them together in the Staff section.