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Use this guide to rate a support experience from the email your IT provider sent you. It is for clients who receive a rating link in a ticket email. You do not need to sign in.

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Before you start

  • Your provider adds rating choices to a support email, such as Great, Okay and Not great, or a star or number scale.
  • Your rating is recorded only after you confirm it. Opening the email or the link does not record anything.
  • A questionnaire from your provider is a different task. See Complete a questionnaire or Respond to an NPS survey.

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Confirm your rating

1

Click a rating in the email

Click the rating that matches your experience. A page titled Confirm your rating opens.
2

Check the rating

The page asks whether to share your rating with your provider, for example “Share 5/5 with Your MSP?” If it is not the rating you meant, go back to the email and click the right one.
3

Share it

Click Share feedback. This is the step that records your rating.
4

Look for the thank-you page

The page shows your rating and says it has been shared with your provider.
You can stop here. A comment is optional.

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Add a comment

1

Write your comment

On the thank-you page, type in the box under Want to tell us more? (optional). You can write up to 4,000 characters.
2

Choose whether to allow a testimonial

Optionally tick the box that gives permission for your comment, name and company to be published as a testimonial. It starts unticked, and you can send a comment without it.
3

Send the comment

Click Send comment. When you see Comment saved. You can close this window., you are done.
You cannot edit a saved comment on this page. The comment link also expires after a while. If you need a correction, contact your provider.

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Answer a follow-up survey

After some ratings, the thank-you page shows Continue with a short survey. Click it to answer a few more questions. The follow-up survey has its own Submit Survey button. Your original rating is already recorded, even if you skip the survey.

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Troubleshooting

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Frequently asked questions

No. Your rating is recorded when you click Share feedback on the confirmation page.
No. The rating counts without one. The comment saves separately with Send comment.
No. Testimonial permission is its own box. Leave it unticked if you do not want your comment, name and company published.
No. This page has no edit option. Contact your provider about a correction.
No. Your rating is already recorded. The survey is a separate response.
No. If the page shows review links, they open other websites and you post there yourself. That is separate from your feedback.