Customer Satisfaction Ratings allow you to gather direct feedback on your support replies—simple, effective, and with zero additional effort for your team.
Each outgoing message includes a rating footer, so your customer can quickly let you know whether the reply was helpful. They can also leave an optional comment. This gives you measurable insights into your service quality and helps you identify areas for improvement.
How to Enable the Feature?
This feature is currently in beta and needs to be manually activated by our team. To get started, simply send a quick message to support@helpspace.com—we’ll enable it for you.
Available with: Team plan or higher
How It Works
Once activated, the following happens automatically:
A rating footer is added to every outgoing message.
You can choose between two footer styles:
Icons
Text
The language of the footer is based on the default language of the channel.
The Rating Flow
The customer clicks an icon or text link.
They're redirected to a neutral feedback page—no logos, branding, or company info are shown.
The language of the site is based on the default language of the browser. The fallback language is English if we don't support the language.
The page displays the ticket subject and a simple rating scale.
Optionally, the customer can leave a short comment.
Once submitted, the form cannot be opened again—each message can be rated only once.
How It Appears in HelpSpace
The rating is shown directly next to the specific message it relates to—making it clear which replies were helpful.
In the Reports section, you’ll find an overview of your average customer satisfaction scores.
Ratings follow a scale from 1 (very satisfied) to 3 (unsatisfied).
