At Cloudbeds, we value your feedback to help us improve our service. Depending on how you contacted us - via Live Chat or Email Ticket - there are a few ways to leave a rating and share your experience.
However, we understand that bad reviews are inevitable. When that happens, our team will do our best to understand how to improve and do so to the best of our ability. In return, we would highly appreciate it if you could change/revert your bad rating to a good one if we did well assisting you.
1. Rating a Live Chat Session
There are three ways to provide feedback during or after a Live Chat:
During the Chat: At any time during the conversation, you will see a thumbs up (Good) and thumbs down (Bad) icon within the chat widget. You can click these at any time to rate the ongoing interaction.
Agent Request: Toward the end of the session, your Support Coach may trigger a specific rating prompt within the chat window to ask for your feedback.
After the Chat (Email): If you leave the chat before providing a rating, don't worry. Once the chat is ended, you will receive an automated email with a link to submit your rating.
2. Rating a Support Ticket (Email)
When you communicate with our team via email, a rating request is generated once the issue is resolved:
When a Support Coach marks your ticket as Solved, an automated email is sent to your inbox.
The email will contain a link asking, "How would you rate the support you received?"
Clicking the link will take you to a brief landing page where you can select your rating and leave additional comments.
3. How to Change a Support Rating
If you accidentally left the wrong rating or have changed your mind after further assistance:
Check your Email: Locate the original "Solved" ticket notification or the specific CSAT survey email. Clicking the rating link again will often allow you to update your feedback.
Contact us: If you are unable to locate the link and wish to change your feedback, you can simply reply to the ticket or start a new chat, and our team will be happy to assist.
Please note that the option to update ratings directly from the "My Requests" section of the Cloudbeds Help Center is currently unavailable due to system updates. Please use the email link method described above.
Comments
I followed the instructions and there is not a "Change my rating" button on the page. Maybe thats because the ticket has been resolved. If it can be changed, I'm willing to change my rating from bad to good. Thanks in advance!
Hello, Anthony Vaughans!
Thank you very much for reaching out! We are glad to hear from you 💙
We appreciate you letting us know about the "Change my rating" missing button. We are already investigating the issue to update this article, and our Support Team will contact you for further assistance with your request.
Thank you very much! ⭐
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