CSAT: customer satisfaction surveys
Last updated 2026-10-14
After a ticket is resolved or closed, the merchant automatically gets a 1–5 star survey by email; results land on the dashboard.
When you resolve or close a ticket, Docklify automatically creates a CSAT survey and emails the merchant a rating link. One click on the stars, optional comment, done — no login needed. Each ticket can only be rated once.
Where to see results#
- Tickets → Dashboard: a CSAT card shows the average score (out of 5), the response rate, and the 1–5 star distribution for the last 30 days.
- Tip: 4–5 stars count as satisfied; watch the red ≤2-star slice — those tickets deserve a follow-up call.
No survey email arrived? Check that RESEND_API_KEY is configured and the merchant has portal users with email notifications enabled.