Customer Feedback Ratings

Overview

Every closed ticket can collect a feedback rating from the visitor. There There runs two flows depending on how the conversation was handled.

For AI conversations in a support bubble, an inline card appears under the AI's reply in the chat. The visitor can rate and optionally comment without leaving the page.

For email tickets, conversations escalated to a human, and bubble channels with AI disabled, There There sends a feedback email two days after the last activity. The email has five clickable stars. One tap saves the rating and lands the visitor on a survey page where they can change the rating or add a comment. This email flow is opt-in per channel and is turned off by default (more on this below).

Either way, There There only collects feedback once per ticket lifetime.

Inline AI feedback (support bubble)

When the AI sends a reply on a support bubble ticket, a small card appears under the message asking "Did that answer your question?".

If the visitor taps Yes, close and rate, the conversation is marked resolved (closed). The bubble then shows the rating prompt with five stars. Tapping a star saves the rating immediately. After the rating is saved, an optional comment field appears with a Send button.

If the visitor taps No, I have a follow-up, the card disappears. A short hint near the composer suggests they can ask for a human at any time. The visitor can keep typing as normal.

The card re-anchors to the most recent AI reply. If the AI replies again later, the card moves with it. The card never appears below an in-progress streamed reply or after the conversation has been escalated to a human.

Email feedback (everything else)

For all other tickets (email channels, conversations escalated to a human, support bubbles with AI disabled), There There can send a feedback email automatically.

Turning feedback requests on per channel

Feedback request emails are turned off by default. To start sending them, open the channel in Settings > Channels and flip the "Ask for feedback when tickets are closed" switch in the Feedback section. The change applies immediately. Each channel has its own switch, so you can collect feedback on your support channel while leaving it off for, say, a sales or jobs channel.

Support bubble tickets follow the switch of the bubble's coupled email channel, since that is the channel those tickets live on.

Tickets received via the starter inbox (before any channel is set up) never get a feedback email. There is no channel to turn the setting on for.

When the email is sent

The scheduler runs daily at 09:30. It selects every ticket that:

1. Lives on a channel where feedback requests are turned on.
2. Is closed.
3. Has had no activity for at least 2 days.
4. Has had activity within the last 7 days. Older tickets are skipped on purpose, so deploying this feature or returning from a quiet period never triggers a wave of stale emails.
5. Has not received feedback yet.
6. Has not had a feedback request sent yet.
7. Has not been opted out via the sidebar (more on this below).
8. Has a real contact email (anonymous bubble visitors with placeholder emails are skipped).

What the visitor sees

The email comes from the channel's address with the subject "How did we do?". It contains five clickable stars. Each star is its own signed link with the rating prebaked.

When the visitor taps a star, the link opens the survey page and saves that rating immediately. The survey page shows the saved rating with the option to change it, plus an optional comment field. Submitting the form lands them on a thank-you screen.

If the visitor never opens the email or never taps a star, nothing further happens. There There does not chase up.

Agent sidebar panel

Every closed ticket gets a Feedback panel in the right sidebar. The panel adapts to the current state.

When the visitor has rated

The panel shows the star rating and (if any) the comment.

When the request has been sent but the visitor has not replied

The panel shows "Request sent today. Awaiting reply." and no buttons. There is nothing for the agent to do at this point.

When no request has been sent yet

The panel shows two buttons:

• Send now sends the feedback email immediately, bypassing the 2 day delay. The button is hidden if feedback requests are disabled for this ticket or if the contact has no real email.
• Don't ask for feedback opts this specific ticket out of the email flow. The panel switches to "Re-enable feedback requests" so the agent can change their mind. This toggle is reversible at any time.

When feedback requests are disabled for this ticket

The panel shows "Feedback requests are disabled for this ticket." plus a "Re-enable feedback requests" button.

When the channel has feedback requests turned off

The panel explains that feedback requests are turned off for the ticket's channel and points to the channel settings. There are no per ticket buttons in this state. Turning the channel switch on brings them back for tickets that are still inside the 7 day window.

Where feedback shows up

Feedback appears in three places:

• Ticket activity log: every submitted rating shows up as a "Feedback Submitted" entry on the ticket, including the star count and any comment.
• Reports: the Reports page has a Feedback tab covering rating distribution, average score, response rate, and recent comments. See the Reports docs for more.
• Ticket sidebar: the closed ticket's Feedback panel shows the rating and comment inline.

Deploy behavior

The first time you deploy this feature on an existing workspace, There There runs a one-time backfill that opts every existing ticket out of the email flow. This prevents the scheduler from blasting customers with feedback requests for tickets that closed years ago.

From the deploy moment forward, only tickets created after the backfill follow the standard rules. Existing tickets keep their disabled state unless an agent explicitly re-enables feedback for one in the sidebar.

The 7 day max age guard in the scheduler is the second line of defense. Even if the backfill is missed, only tickets that closed in the last week can ever trigger an email.

Visitor anonymity

Visitors who open a support bubble without verifying an email address get a placeholder address (@anonymous.widget). The scheduler skips these tickets so we never email a placeholder address. The inline AI flow still works for them because it lives entirely inside the bubble.

Frequently asked questions

Does a re-opened ticket get a new feedback email?

No. Once a ticket has had a request sent or feedback received, it is excluded for the rest of its lifetime, even if the visitor sends a new reply that re-opens it.

Can a visitor rate twice?

The bubble flow locks the rating once a star has been tapped. The email flow allows the rating to change while the visitor is on the survey page (each star link in the email saves the rating, and the form on the survey page can overwrite it). Once the visitor submits the comment form on the survey page, the conversation is treated as fully rated.

What about tickets routed to a team but not yet replied to?

The email scheduler only triggers on closed tickets with at least 2 days of quiet, so an unreplied ticket sitting in a queue does not get a feedback email.

Can I disable the feedback flow for a whole channel?

Yes. The feedback email flow is controlled per channel and is off by default. Flip the "Ask for feedback when tickets are closed" switch in the channel settings to turn it on or off. The per ticket opt-out in the sidebar remains available for channels where the flow is on.

Why is nobody receiving feedback emails?

Most likely the channel switch was never turned on. Feedback request emails are opt-in per channel, so check the channel settings first. Also keep in mind the timing rules: at least 2 days of quiet, at most 7 days since the last activity.