Feedback & Ratings
Collect star ratings and written feedback from your members after a ticket is closed.
Guide to Ticket Feedback
You can measure how fast your team answers. Feedback measures whether the answer actually helped.
After a ticket closes, TicketWave asks the member for a 1 to 5 star rating and a short comment — in their DMs. You could then read the feedback in a channel of your choice, or in the ticket transcript itself. You're feel free to make this feedback channel public, or keep it private for your staff to discuss.
How It Works
A ticket is closed.
The member receives the close DM with the ticket details.
A moment later, the feedback request arrives with five star buttons.
The member picks a rating — a modal opens for an optional written comment.
The feedback is stored and posted into your feedback channel.
The request is sent as a direct message. Members who block DMs from server members will not receive it — that is a Discord privacy setting and nothing TicketWave can change.
Enable Feedback
Enable the module and save
Turn the module on and press Save. The next closed ticket already triggers a request.
Where Feedback Shows Up
| Place | What you see |
|---|---|
| Feedback channel | An embed per submission with the rating and the comment |
| Transcript page | The rating is attached to the ticket transcript |
| Log channel | An optional Ticket Feedback log entry (premium) |
Reading the Numbers Honestly
Feedback is self-selected. Members with a strong opinion answer, the rest do not. Use it to spot trends, not as an exact score.
Three things worth watching:
- A drop after a change. Did ratings fall right after you rewrote your panel or added a step?
- Repeating comments. One person saying "took too long" is noise. Twenty is a queue problem.
- Five stars with a complaint. People are polite. Read the text, not just the stars.
Should the Feedback Channel Be Public?
| Public channel | Staff-only channel |
|---|---|
| Shows your community you take support seriously | Lets your team discuss bad ratings without an audience |
| Motivates staff with visible praise | Avoids public pile-ons after one bad ticket |
A good middle ground: post feedback into a staff channel and share the highlights in your public announcements yourself.
Troubleshooting
| Problem | Fix |
|---|---|
| No feedback request arrives | The member has DMs closed, or the module is disabled |
| Feedback is submitted but not posted | No feedback channel selected, or the bot cannot post there |
| No feedback log entries | The Ticket Feedback log type is premium — see Log Channels |
| The close DM never arrives either | The member blocks DMs — nothing can be delivered |
Next Steps
- Ticket Transcripts (Read the conversation behind a bad rating)
- Analytics (Response and resolution times)
- Log Channels
How is this guide?