Per you documentation the user should see a rating add/edit option in the my requests ticket view, like this:
However even though we turned Customizable CSAT on and the user does get the rating email request, but nothing shows on his view. Here is how it look for our users:
@ayelet12 you should update you theme as it is described in Prerequisites (Request page experience) section of Using the customizable CSAT experience EAP article. It requires Templating API v3. Read About Guide templating versions.
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