We set out to help customers measure and understand the quality of their support, recognizing that feature requests can be iceberg-like in terms of developmental complexity. We designed a solution that focused on understanding the core issue - how teams perform in supporting customers - and developed conversation ratings as a key component. The ratings use emoji faces, which are expressive, modern, and aligned with Intercom's messenger style. The system allows users to add comments to their ratings, providing both positive and negative feedback, and has an engagement rate of over 50%. The feature also includes a heart that fills up when a user receives a positive rating, creating a pop of confetti and displaying feedback in a small card. This simple yet powerful tool provides valuable insights for teams to improve their support performance and brings joy to their daily work.