Rating your support experience

Every support ticket ends with a chance to tell us how it went. Ratings take ten seconds, and they directly shape how the Pledgix support team works — so here's exactly how the process looks.

When you're asked to rate

The rating prompt appears at the natural end of a ticket's life:

1. When the team believes your issue is fixed, they mark the ticket Resolved. You'll get an email inviting you to view the ticket and rate your experience.
2. Open the ticket and you'll see the banner: "This ticket was marked resolved. Did this fix it?"
3. If it's truly fixed, select Yes, close it. The ticket closes, and the rating card — "How did we do?" — appears in its place.

If the fix didn't work, don't rate yet — choose No, reopen and reply instead. Your message reopens the ticket and the conversation continues (see Tracking your support tickets).

You'll also see a small Rate reminder on unrated tickets in your My support tickets list, so you can come back to it whenever you're ready.

How rating works

• Pick 1 to 5 stars — 5 means the experience was great, 1 means it wasn't.
• After choosing a star count, an optional comment box appears: "Anything else you'd like us to know? (optional)" — up to 1,000 characters. This is the most valuable part: a sentence about what worked or what frustrated you tells us far more than stars alone.
• Select Submit rating. You'll see a quick thank-you, and that's it.

Tip: Rate the support experience, not the product. If the agent was helpful but you wish Pledgix had a missing feature, give the ticket the stars it earned — and put the feature idea on the Feedback & Roadmap board, where it can gather votes (see Suggesting features and voting on the roadmap).

Can I change my rating?

No — each ticket can be rated once, and the rating is final. If something changes after you've rated (for example, the problem comes back), open a new ticket rather than trying to revise the old score. Mention the previous ticket number so the team sees the history.

What happens with your rating

Ratings and comments go straight to the support team and their leads. They're used to:

• Recognize what's working — fast answers, clear explanations.
• Catch what isn't — tickets that dragged, answers that missed the mark.
• Spot patterns: if many people rate tickets about the same topic poorly, that's a signal the underlying feature or help article needs improvement.

Low ratings are never held against you — a 1-star rating with an honest comment is genuinely useful, and often gets a follow-up to make things right.

A note on open tickets

The rating card appears once a ticket is Closed — on a Resolved ticket, confirm the fix with Yes, close it first and the stars slide in right after. Tickets that are still open or waiting on a reply can't be rated yet. The Rate reminder in your ticket list appears on any resolved or closed ticket you haven't rated.