Feedback & Ratings
Automatically collect feedback after every ticket. Star ratings, custom surveys, and analytics to continuously improve your support.
How was your support experience?
Ticket #142 has been closed
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Close, Rate, Improve
Feedback is automatically triggered after every ticket close. The flow is simple and seamless for users.
Ticket Closes
When a ticket is closed by staff or automatically, the feedback flow begins.
Rating Prompt
The user receives a 1-5 star rating prompt via DM or in the closing message.
Optional Survey
Low ratings trigger an optional follow-up comment box for more context.
Analytics Update
Ratings are immediately added to the analytics dashboard and attributed to the handling staff.
Star Rating System
After a ticket closes, users receive a 1-5 star rating prompt. One click to rate — high completion rates mean better data for your team.
Ticket #142 — Closed
Your support ticket has been resolved and closed. Thank you for contacting us!
Handled By
@Sarah
Duration
18 minutes
Topic
General Support
Transcript has been saved
How was your experience?
Please rate your support experience by clicking a star below. Your feedback helps us improve!
Rated: 5 stars
Thank you for your feedback!
Your 5-star rating has been recorded. We appreciate you taking the time to rate your experience.
Illustration only — actual interface and behavior may differ
Custom Surveys
Follow up star ratings with custom survey questions. Multiple choice or free-text responses for deeper insights into your support quality.
Quick Survey — Ticket #143
Help us improve by answering a few questions about your support experience.
Question 1
Was your issue fully resolved?
Question 2
How responsive was our staff?
Question 3
Would you recommend our support?
Survey — 3 questions, takes ~30 seconds
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Feedback Analytics
View average ratings, response rates, per-staff performance, and rating distribution — all in a real-time dashboard.
4.7
Avg Rating
89%
Response Rate
156 of 175 tickets
92%
Resolved
Confirmed by users
156
Total Ratings
This month
Feedback Log Channel
Optionally log all feedback to a dedicated Discord channel. See every rating and comment as it comes in, in real-time.
Feedback Received — Ticket #144
A new feedback response has been logged.
Rating
4 / 5 stars
Resolved
Yes
Staff
@James
Comment
Fast and helpful, minor delay in initial response
Logged to #feedback-log
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Try It Yourself
See what the feedback experience looks like for your users after their ticket is closed.
Rate your experience
Ticket #155 — Handled by @Maria
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Click a star to see the response
Feedback Drives Improvement
Track satisfaction trends, identify top performers, and spot recurring issues — all from a single dashboard.
Quality Assurance
Identify tickets where users were dissatisfied and review what happened. Spot patterns in low-rated interactions.
Staff Performance
Track ratings per staff member over time. Recognize top performers and identify who needs coaching.
Process Improvement
Use feedback trends to improve your support workflows, FAQs, and team training over time.
The Power of Feedback Data
Feedback data turns subjective impressions into objective metrics you can act on.
89%
Avg feedback response rate
5
Star rating scale
<1s
Second to rate
3x
More actionable insights
Frequently Asked Questions
Feedback prompts are sent automatically when a ticket is closed. You can configure whether it's sent via DM, in the closing message, or both.
Yes, when staff claiming is enabled, feedback ratings are attributed to the staff member who handled the ticket.
Feedback is tied to the user who submitted it in your analytics dashboard, but you can configure whether staff see individual user ratings.
Unanswered feedback requests are tracked separately. You can configure follow-up reminders or simply use the response rate as a metric.
Yes, you can customize the survey questions, rating scale labels, and follow-up prompts from the SCNX Dashboard.
Related Features
Feedback works best when combined with these capabilities.
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