> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Rate a support experience

> Confirm a rating from a support email, optionally add a comment, and understand follow-up surveys and testimonial consent.

Your provider may include rating options in a support email or email signature. Use the option that reflects your experience, then follow the confirmation page.

<Note>
  This guide covers the support-rating flow with **Confirm your rating** and **Share feedback**. A separate questionnaire uses [Submit Survey](/user-guides/surveys/complete-a-survey), while an NPS invitation uses [Submit Feedback](/user-guides/surveys/respond-to-nps).
</Note>

## Confirm your rating

<Steps>
  <Step title="Choose a rating from the message">
    Open the provider's rating link. Review the score, scale, and provider shown on **Confirm your rating**.
  </Step>

  <Step title="Check before sharing">
    If the displayed rating is not what you intended, return to the original message and choose the appropriate option before confirming.
  </Step>

  <Step title="Share the rating">
    Select **Share feedback**. The rating is recorded after this confirmation, not merely when the message or landing page is opened.
  </Step>

  <Step title="Check the result">
    The thank-you page shows the recorded rating and states that it has been shared with the provider.
  </Step>
</Steps>

The rating is separate from an optional comment. You can finish after the thank-you page without adding written feedback.

## Add a comment

1. On the thank-you page, use **Want to tell us more? (optional)** to describe what went well or could improve.
2. Review the comment before sending. The field allows up to 4,000 characters.
3. Decide whether to select the separate testimonial-permission checkbox.
4. Select **Send comment**.
5. Wait for **Comment saved. You can close this window.**

A saved comment is not editable through this page. Comment access is time-limited; if the link has expired or the comment is already locked, contact the provider about a correction.

### 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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**.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Related guides

* [Complete a questionnaire](/user-guides/surveys/complete-a-survey)
* [Respond to an NPS survey](/user-guides/surveys/respond-to-nps)
* [Follow up on a support ticket](/user-guides/ticketing/follow-up-on-a-ticket)