Ticket Ratings
Ask the member how their ticket went, and collect the answers in a log channel and in your staff statistics.
When a ticket closes, Tickety can ask the person who opened it to rate the help they got. A rating is one to five stars plus written feedback. Every rating is posted to a channel you pick, and it counts toward the statistics your staff are measured on. These settings apply globally to all ticket panels in your server.
Access the Web Dashboard
Open your Tickety Dashboard. Log in using your Discord Account.
Navigate to Close Settings
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Once logged in, locate and click on the "Configuration" section in the sidebar under the TICKETS category.
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Select "Close Settings" from the configuration options, then expand Rating System.
Turn ratings on
- Rating System - Asks the ticket creator to rate their experience once their ticket closes. On by default.
The rating request only ever travels in the close DM. Keep DM User on Close enabled under Close Message, or no member is ever asked to rate anything. Members who do not accept direct messages from server members are never asked either.
Rating Method
Rating Method decides where the member leaves the rating. Both methods record the same thing: a score out of five and written feedback.
Web Rating
The free default. The close DM carries a Rate button that opens a page on tickety.top. The page shows who closed the ticket, when it closed and the close reason, next to a five star picker and a feedback box. Pressing Submit Your Feedback replaces the page with a Review Submitted confirmation.
Use this when your members are comfortable opening a link, or when you want them to have room to write.
Discord Rating 👑
This feature requires a Premium Subscription.
Adds five numbered star buttons to the close DM, so the member never leaves Discord. Tapping a number opens a Rate Your Experience box with a Your Feedback field that has to be filled in. Once it is submitted the buttons grey out and keep showing the score that was given.
Use this when you want the highest number of replies. Tapping a button is quicker than opening a page, so more members finish.
If premium ends, your choice of Discord Rating is kept but ratings fall back to Web Rating until premium returns. Nothing needs reconfiguring.
What a member can and cannot do
Written feedback is required on both methods. A rating with stars and no words is refused.
A ticket can only be rated once. If the member tries again, Tickety answers This ticket has already been rated. and nothing changes. Neither you nor the member can edit a rating afterwards, so a member who wants to correct one has to tell your staff.
| Free | Premium | |
|---|---|---|
| Rating method | web rating only | web rating or discord rating |
| Score | 1 to 5 whole stars | 1 to 5 whole stars |
| Feedback on a web rating | up to 1024 characters | up to 1024 characters |
| Feedback on a discord rating | no | up to 2000 characters |
| Written feedback required | yes | yes |
| Ratings per ticket | one | one |
Rating Log Channel
- Rating Log Channel - The channel every submitted rating is posted to. Leave it on
Defaultto follow the general log channel set under Settings, or pick a specific channel here.
If you leave this on Default and your server has no general log channel, the page warns you and ratings are not posted anywhere. The rating itself is still recorded and still counts toward your statistics, so nothing is lost, but your staff will not see it arrive. Set a general log channel under Settings, or pick a channel here.
Pick a channel your staff can read and your members cannot. Ratings quote the member's own words, and a bad one in a public channel reads as a complaint board.
Rating Embed
Rating Embed is the message posted to the rating log channel each time someone submits a rating. The built-in version is titled New Rating and lists the ticket details, the stars and the feedback. Edit it the same way as any other Tickety embed.
Three placeholders only work in this message:
| Placeholder | What it shows |
|---|---|
{rating.score} | The score as a number, from 1 to 5 |
{rating.stars} | The score drawn as stars |
{rating.feedback} | What the member wrote |
The ticket close placeholders work here too, so you can name the panel with {panel.name}, the member with {ticket.creator.mention} and the staff member who closed it with {ticket.closer.mention}. See Placeholders for the full list.
The placeholder picker in the editor does not offer the rating.* entries yet. Type them by hand and they resolve normally.
Where ratings show up
A rating is recorded the moment it is submitted, and it appears in several places at once:
- The rating log channel, as the Rating Embed.
- Ticket Management in the dashboard. Open a closed ticket and the detail panel shows Rating as the stars, the score out of five and the feedback, or
Not rated. See Ticket Management. /history, where a staff member's card shows Average Rating and a Rating Breakdown of how many one to five star ratings they received./leaderboard, under the Highest Rated metric.- The
{statistics.tickets.averageRating}placeholder, and the{board.rating}value on the Status Board.
A ticket's rating counts once, for the staff member who handled it. Tickets that Tickety closed on its own are not counted for anyone, so automated closures never move a person's average.