Rating modes

Three rating modes. Rating only, with optional comment, or with required comment.

Premium. The Ticket Rating Mode dropdown has three options. They control whether the member can leave a text comment with the star rating, and whether that comment is required.

The three modes

UI label	Behavior
Rating Only	The member clicks a star and the rating is saved. No comment is requested.
Rating + Optional Comment	The member clicks a star, then a comment box opens with a single paragraph field. The member can submit it blank or with a comment.
Rating + Required Comment	The same comment box opens, but the field is required. Submit stays disabled until the member writes something.

The default mode after you enable Ticket Rating is Rating + Optional Comment.

Which mode to pick

Rating Only asks for the fewest clicks, so more members finish the rating. It gives you the star score without any written comment.

Rating + Optional Comment gives you the star score from everyone, plus a written comment from members who choose to add one. This is the default.

Rating + Required Comment attaches a written comment to every rating. Some members who would give a quick star and leave may not finish, so you may get fewer ratings.

Where the comment ends up

When a comment is submitted (the optional or required modes):

• It is saved to the dashboard with the ticket.

• It is shown in the Rating Log embed in the User Feedback field.

• It is shown on the closed ticket in Ticket History.

Changing modes later

You can change the rating mode at any time. The new mode applies to tickets that close after the change. A rating prompt that was already sent keeps the mode that was active when it was sent.

Related

What ticket ratings are