Submitting Feedback

After a ticket is resolved, AgentDesk may ask you to rate your support experience. This feedback -- known as CSAT (Customer Satisfaction) -- helps your support team understand what is working well and where they can improve.

How feedback works

When a ticket reaches a resolved status, you may be prompted to leave a rating. Feedback is optional but encouraged -- it only takes a few seconds.

The rating type depends on how your portal is configured:

Rating type	How it works
Stars	Rate your experience from 0 to 5 stars
Thumbs	Give a thumbs up or thumbs down

Your portal administrator chooses which rating type is used. You will see one or the other, not both.

How to submit feedback

There are two ways to leave feedback:

In-app prompt

After a ticket is resolved, you will see a feedback prompt when viewing the ticket. Select your rating and optionally add a comment explaining your score, then submit.

Email link

You may also receive an email with a link to rate your experience. Clicking the link takes you directly to the feedback form for that ticket. Each email link contains a one-time token, so it can only be used once.

Adding a comment

After selecting your rating, you have the option to leave a written comment. This is not required, but it gives your support team specific context about what went well or what could be improved.

For example:

"Quick response and the fix worked straight away."
"The issue took longer than expected to resolve, but the final solution was thorough."

Things to know

One rating per ticket -- You can only submit feedback once per resolved ticket. After submitting, you cannot change your rating.
Feedback is confidential -- Your ratings are shared with your support team to help them improve. They are not publicly visible.
Not all tickets prompt for feedback -- Whether feedback is requested depends on your portal's configuration. Your portal administrator controls when and how feedback prompts appear.