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Agents and admins can rate a closed conversation from 1 to 5 stars and optionally add a comment. The rating is shared across the team, separate from the customer’s CSAT score, and separate from message-level AI feedback. Use ratings to track how well conversations were handled and to find tickets that still need review (for example, AI-handled conversations that are still unrated).

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Where you can rate

You can set or change a rating in three places:

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Rate from the sidebar

1

Open the ticket

Open a closed ticket from All tickets or a direct link.
2

Open the rating editor

In the ticket details sidebar, find the Rating field. Hover it and click the edit (pencil) control to open Rate this conversation.
3

Choose a score and comment

Select 1 to 5 stars. Optionally add a comment explaining the rating.
4

Submit or update

Click Submit for a first rating, or Update if you are changing an existing one. The sidebar stars update immediately for everyone with access to the ticket.

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Rate from the inline prompt

When a conversation is Done, Ignored, or Handed off to a third-party system and still has no rating, a prompt appears at the end of the conversation timeline.
1

Open a closed ticket

Open a ticket that is done, ignored, or handed off to a third-party system. For an active ticket, mark it as done or complete a third-party handoff.
2

Pick a star rating

In the inline prompt, select 1 to 5 stars. The optional comment field and Submit button appear after you pick a score.
3

Submit

Click Submit. The prompt disappears, the sidebar shows the rating, and a timeline event is added.
The inline prompt only appears when the conversation is still unrated. Once a rating exists, use the sidebar or the timeline event to change it.

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Find conversations by rating

In All tickets, use the Rating filter:
  • Unrated — conversations with no agent/admin rating yet
  • 1–5 stars — conversations with that exact score
You can also show the Rating column via the Columns dropdown (hidden by default).
Combine Rating = Unrated with filters for AI-handled tickets to build a review queue of conversations that still need a quality check.

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How rating differs from other feedback

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See also