Customer feedback

Once a ticket is closed, customers should be able to leave feedback using either emoji reactions or a 1–5 star rating.

This rating should be usable in workflows. For example, low ratings could trigger a follow-up, escalation, or route the conversation to a specific team, while high ratings could send a thank-you message or prompt the user to leave a Trustpilot review.

Feedback should also appear in analytics so team performance can be tracked and the agents receiving the best ratings can be identified.

This feature should work for both email and chat conversations.

https://www.intercom.com/help/en/articles/9634546-ask-customers-for-a-conversation-rating