How did we do — When it asks

You choose which of the status field's own values count as finished (Solved, Closed, Shipped) and how long to wait after a ticket gets there. The wait matters: a ticket is often marked solved a beat before the customer agrees it is, and asking in that gap invites a rating of the wrong moment. The ask goes out by email, worded with your question, under your logo and colours. This is your workspace asking its own customer, exactly like a booking confirmation. The pause matters: a ticket is often marked solved a beat before the customer agrees it is, and asking in that gap rates the wrong moment.