This guide covers the support-rating flow with Confirm your rating and Share feedback. A separate questionnaire uses Submit Survey, while an NPS invitation uses Submit Feedback.
Confirm your rating
1
Choose a rating from the message
Open the provider’s rating link. Review the score, scale, and provider shown on Confirm your rating.
2
Check before sharing
If the displayed rating is not what you intended, return to the original message and choose the appropriate option before confirming.
3
Share the rating
Select Share feedback. The rating is recorded after this confirmation, not merely when the message or landing page is opened.
4
Check the result
The thank-you page shows the recorded rating and states that it has been shared with the provider.
Add a comment
- On the thank-you page, use Want to tell us more? (optional) to describe what went well or could improve.
- Review the comment before sending. The field allows up to 4,000 characters.
- Decide whether to select the separate testimonial-permission checkbox.
- Select Send comment.
- Wait for Comment saved. You can close this window.
Testimonial permission
The checkbox asks permission for your comment, name, and company to be published as a testimonial. It is optional and starts unchecked. You can submit a comment without selecting it. Giving permission does not itself publish a testimonial. Public review links, when displayed, open separate review websites and are also separate from submitting feedback to the provider.Continue with a follow-up questionnaire
The provider may show Continue with a short survey after certain ratings. Open it if you want to answer the additional questions. The questionnaire has its own submission step; opening it does not mean it has been completed. Your original rating is already recorded at this stage. A failed comment or unfinished follow-up questionnaire does not undo that rating.Frequently asked questions
Does opening the email automatically record a rating?
Does opening the email automatically record a rating?
No. In this flow, the rating is recorded after you press Share feedback on the confirmation page.
I clicked the wrong rating. What should I do?
I clicked the wrong rating. What should I do?
Before confirming, return to the message and choose the intended option. If you already confirmed, contact the provider; the thank-you page has no rating-edit control.
Do I need to write a comment for the rating to count?
Do I need to write a comment for the rating to count?
No. The rating is recorded through Share feedback. The comment is optional and saves separately through Send comment.
Does Send comment also consent to publication?
Does Send comment also consent to publication?
No. Testimonial permission has its own optional checkbox, covering the comment, name, and company. Leave it unchecked if you do not wish to grant that permission.
Can I change my comment later?
Can I change my comment later?
The response page allows a saved comment to become locked and does not provide an edit control. Contact the provider about corrections.
Why does the comment fail to save?
Why does the comment fail to save?
Check that it contains text and is within the length limit. The comment link may have expired or a comment may already be saved. Contact the provider if it still fails.
Does a follow-up survey replace my rating?
Does a follow-up survey replace my rating?
No. The rating has already been recorded. The follow-up questionnaire is a separate response with its own submission button.
Does giving feedback publish a public review?
Does giving feedback publish a public review?
No. Following a review link and posting on that website are separate actions. Testimonial consent is also separate from automatic publication.