Portal Feedback (CSAT)
After a support ticket is resolved, your MSP may invite you to rate the experience. The feedback page is a single-purpose satisfaction survey for one ticket, opened from a private link.
Overview
The feedback page lets you:
- Rate your experience with a specific resolved ticket on a 1-to-5 star scale.
- Add optional written comments about the service you received.
- Submit your rating once, from a private link tied to that ticket.
There is no general "Feedback" area inside the client portal and no in-portal navigation to this page. It opens only from the unique link your MSP emails you after the ticket is resolved.
How you get there
The page lives at a private, token-based URL in the form /portal/feedback/<token>. The token in the link identifies the ticket and contact, so you do not need to log in to the portal to leave feedback. Each link works for one ticket only.
The feedback form
When you open a valid link, you see a single card titled How did we do? with a prompt to rate your experience with the ticket. The card shows:
| Element | Description |
|---|---|
| Organization logo | Your MSP's logo, if they have uploaded one |
| Ticket reference | The ticket number and its subject line |
| Rate your experience | A row of five stars (1-5) |
| Rating label | A word describing the selected rating (see below) |
| Additional comments (optional) | A free-text box for extra detail |
| Submit Feedback | Sends your rating |
Star ratings
Select a star to set your rating. The page shows a short label for the rating you pick:
| Stars | Label |
|---|---|
| 1 | Poor |
| 2 | Fair |
| 3 | Good |
| 4 | Very Good |
| 5 | Excellent |
A rating is required. The Submit Feedback button stays disabled until you select at least one star.
Submitting feedback
- Open the feedback link from the email your MSP sent you.
- Confirm the ticket number and subject shown match the request you want to rate.
- Select a star rating from 1 to 5.
- Optionally, type details in Additional comments (optional).
- Click Submit Feedback.
After a successful submission, the page shows a Thank You! confirmation, signed with your MSP's organization name. Your rating and comment are sent to your MSP, where they appear in their internal feedback and CSAT reporting.
What you might see instead
Depending on the link and whether you have already responded, the page may show one of these states rather than the form:
| State | What it means |
|---|---|
| Unable to Load Feedback | The link is invalid or could not be loaded. |
| Link Expired | The feedback link has passed its expiration window. Contact your MSP if you still want to leave feedback. |
| Thank You! | Feedback for this ticket has already been submitted. Each link can be used only once. |
Your MSP controls how long a feedback link stays valid before it expires, so the exact expiration window varies by provider.
Tips
- Open the link promptly. Feedback links expire, so respond while the experience is fresh.
- Use the comment box for context. A star rating tells your MSP how you felt; a comment tells them why, which is far more useful for improving service.
- Each link is single-use. Once you submit, the rating is final and the link can't be reused. If you have more to add later, raise it through a new support ticket.
- For urgent problems, open a ticket instead. The feedback page is for rating a resolved request, not for getting help. See Submitting Tickets to start a new request.