Ratings & feedback

Solved updates collect customer ratings — star scores, optional comments, branched follow-up emails for promoters vs detractors. Everything you need to close the feedback loop without bolting on a separate survey tool.

An update marked as solved on the admin order edit page.

Admin view after marking an update solved.

Marking solved on the admin side

Click Mark as solved. If the update is customer-visible, you’ll be asked whether to notify the customer or do it silently.

Once solved, the status pill flips to your “solved” status, and a Re-open button appears. The reopen button is hidden once the customer has rated.

The customer-facing rating widget with 5 stars and an optional comment field, plus a 'Still has issue?' button.

Customer rating widget — stars, optional comment, escape hatch.

The customer’s rating widget

When you mark a customer-visible update as solved, the customer’s portal hides the reply composer and shows the rating widget instead.

The Still has issue? button gives the customer an escape hatch — re-opens the update without staff involvement.

The customer-side view after a rating has been submitted, showing the star count and a thank-you message.

Customer view after rating — thanks message + the chosen star count.

After the customer rates

The widget collapses into a “Thanks for your feedback!” confirmation. Thread becomes closed.

4–5 star raters get a promoter follow-up email. 1–3 star raters get a detractor empathy email; site admin also gets an alert.

The admin view of a rated update, showing the star count, comment, and that the thread is now read-only.

Admin view of a rated update — rating + comment shown on the card.

The rated update on the admin side

The card shows the star count and comment. The card becomes read-only — rated updates can’t be reopened, on purpose. For a similar new issue, open a new update.

Ratings are logged into the tracking log and power per-team-member analytics.

The promoter follow-up email body with a thanks message, the customer's comment, and four social share buttons.

Promoter follow-up email — share buttons for Facebook, X, LinkedIn, WhatsApp.

Promoter share email

4 and 5 star ratings trigger this follow-up a few minutes after the rating. Quotes the customer’s comment back to them, then asks if they’d share their experience.

Share buttons take them straight to a pre-filled share dialog on Facebook, X, LinkedIn, or WhatsApp. Configure the share text and target URL (Google review, WooCommerce.com listing, etc.) under Settings → General → Ratings. {site_name} and {site_url} tokens are supported in the share text.

Detractor ratings (1–3 stars) get a different email — a warm “we’ll do better” note with a direct reply link, no share buttons.

Configuring the rating flow

Under Settings → General → Ratings you can:

Turn ratings on/off entirely.
Toggle the optional comment field.
Configure the promoter share URL and the share text.
Toggle the admin alert on detractor ratings.