> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation rating

> Rate conversations from 1 to 5 so your team can review quality and find unrated tickets

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](/documentation/tickets/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).

***

## Where you can rate

You can set or change a rating in three places:

| Place                      | When it appears                                                                                                                               |
| :------------------------- | :-------------------------------------------------------------------------------------------------------------------------------------------- |
| **Ticket details sidebar** | Available when the ticket is closed. Hover the Rating field and click the edit control.                                                       |
| **Inline prompt**          | Appears at the end of the conversation when the ticket is **Done**, **Ignored**, or **Handed off to a third-party system** and still unrated. |
| **Timeline event**         | After a rating is submitted, a "Submitted by …" or "Updated by …" event appears. Use **Edit rating** to change it.                            |

***

## Rate from the sidebar

<Steps>
  <Step title="Open the ticket">
    Open a closed ticket from All tickets or a direct link.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="Choose a score and comment">
    Select 1 to 5 stars. Optionally add a comment explaining the rating.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Submit">
    Click **Submit**. The prompt disappears, the sidebar shows the rating, and a
    timeline event is added.
  </Step>
</Steps>

<Note>
  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.
</Note>

***

## Find conversations by rating

In [All tickets](/documentation/tickets/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).

<Tip>
  Combine **Rating = Unrated** with filters for AI-handled tickets to build a
  review queue of conversations that still need a quality check.
</Tip>

***

## How rating differs from other feedback

| Feedback type                                         | Who gives it      | Scope                                               |
| :---------------------------------------------------- | :---------------- | :-------------------------------------------------- |
| **Conversation rating**                               | Agents and admins | Whole conversation quality (1–5 + optional comment) |
| **Customer CSAT**                                     | End customer      | Satisfaction survey after the conversation          |
| **[AI feedback](/documentation/tickets/ai-feedback)** | Agents and admins | Flag a specific AI message or action                |

***

## See also

* [Ticket details](/documentation/tickets/conversation-view/ticket-details):
  Sidebar fields including Rating
* [All tickets](/documentation/tickets/all-tickets): Filter and column options
* [AI feedback](/documentation/tickets/ai-feedback): Flag individual AI messages
  or actions
* [Tickets API](/guides/integrations/tickets-api): Read and filter
  `humanAgentRating` programmatically