Customer satisfaction: the rating that actually arrives

When a ticket is resolved, the closing email carries five stars. The customer taps one and the rating is registered on the spot: no account, no password and no form in between. The URL signature is the credential, and the link expires after 30 days.

One click in the email, no login and no form

From that same screen they can fix the score if they tapped the wrong star, and leave a comment if they want to say more. The comment is optional: the rating was already captured on the first click, which is the only moment people actually rate anything.

The link does exactly one thing

That link does one thing: rate that ticket. It does not show the subject, the description, the replies, or any other ticket belonging to the customer. The only thing printed on screen is the number, which the recipient already has in the email. If the link leaks, the most its holder can do is leave a star.

A ticket that has been reopened can no longer be rated, and the screen explains that instead of failing. Once it closes again, the customer gets another email and can rate it then.

What the report measures

The satisfaction report shows, over the date range you pick, how many tickets were rated, the overall average, how many came back satisfied (4 or 5) and the full distribution from 1 to 5.

And it shows the ranking per technician, with each one's average and total, sorted best to worst. It is the figure that turns a hunch about who handles tickets better into something you can look at. The report exports to PDF to take into a meeting.

Frequently asked questions