Rating a closed ticket

Rating a closed ticket

When the helpdesk resolves your ticket you get a short email asking how it went. The link in the email opens a one-question survey.

What you’re rating

You’re rating the experience of getting your ticket resolved — speed, communication, whether the fix actually fixed it. Not the underlying problem, not the agent personally.

Pick a rating from the scale (usually 1–5 stars or thumbs up/down — your trust may have set a different range). The scale’s minimum and maximum are configured per survey; rate at either extreme if that’s what you mean.

Optional comment

The comment box is genuinely optional. A few words help the team learn — “resolved quickly but I had to chase twice” is more useful than no comment. Don’t feel obliged to fill it.

After you submit

You see a thank-you screen. That’s it — your rating is logged against the ticket and feeds into the team’s monthly reports.

Gotchas

• One response per ticket. If you click the email link a second time and the survey has already been answered, you’ll be redirected to the thank-you page without a chance to change your rating.
• The link is unguessable but not authenticated — don’t forward the email. The next person could rate the ticket on your behalf.
• Surveys auto-expire after a fixed window. If you click an old link from a months-old email, it may say not found. That’s fine; the team has already published the relevant report.