Required Comment for Bad Rating & Export Full Community Data

We’ve released two new admin features to help your team gather better feedback and manage content more effectively.

Require Comment on Negative Satisfaction Ratings

You can now require customers to leave a comment when selecting a negative satisfaction rating on a ticket.

How to enable:

  1. Go to Settings > Tickets > Customer Satisfaction
  2. Check:
    • Offer end-users the ability to rate their customer service experience on a ticket
    • Make the comment field required if a bad ticket rating is set

Once enabled, users will be prompted to leave a comment if they select a "Bad" rating. The ticket won’t be submitted without it.

This helps your team understand why a rating was low and respond more effectively.

Export Full Community and Knowledge Base Data

You can now export your entire Community and Knowledge Base dataset, including:

  • Community Topics
  • Community Topic Votes
  • Community Replies and Comments
  • Votes on Replies and Comments
  • User and Agent Data

To use: Go to Admin > Integrations > Export, select the data types to include, and click Save.

You’ll receive a .zip file via email when the export is complete.

Both features are available to all Helprace accounts immediately.

Let us know what you think or leave your suggestions in our Idea Portal!

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