How do I turn on customer satisfaction ratings, and where do I see the results?

Company admins can switch them on under Team > Surveys > “Customer satisfaction”. Once they’re on, customers get a one-click “How did we do?” email (1–5) when their ticket is marked Completed.

Steps

1. Click “Team” in the sidebar, then the “Surveys” tab.
2. In the “Customer satisfaction” box, switch the toggle from Off to On.
3. Results appear in the same box. Choose “Last 30 days” or “Last 90 days” to see:
   • “Average” (out of 5)
   • “Ratings” (how many)
   • “Response rate” and how many emails were sent
   • A breakdown by score, plus the “Latest comments” with links to each ticket

Good to know

• Only company admins see this section and can change the toggle.
• A rating email is sent once per ticket, the first time it’s marked Completed, and only if the ticket has a customer email (tickets created by email or web form).
• Ratings are saved only after the customer clicks “Send feedback”. Just opening the link doesn’t save anything, so email scanners can’t skew results.
• Rating links expire after 90 days.
• Up to 20 recent comments are shown.