Configuration
Feedback collection
Automatically ask users for feedback when their ticket closes. Positive responses can be routed to a separate testimonial channel to highlight great support moments.
How it works
When feedback collection is enabled, Docket sends a short structured message to the user who opened the ticket after it closes. Their response is then posted to your designated feedback channel, and if it's positive, optionally to a testimonial channel as well.
Feedback is opt-in per server. You can enable and disable it at any time from the Settings tab in your guild dashboard without losing your configuration.
Settings reference
All feedback settings live in the Settings tab of your guild dashboard, under the Feedback section.
Enable feedback collection
Master toggle. When disabled, no feedback messages are sent regardless of other settings. Flip this on to activate the feature.
Feedback channel
The channel where all feedback submissions are posted as embeds. Choose a staff-only channel so your team can review responses without members seeing each other's feedback.
Create a dedicated #ticket-feedback channel and restrict it to staff roles only. This keeps feedback private and actionable.
Testimonial channel
When a user leaves positive feedback, Docket also posts it here. Use this to showcase great support interactions publicly — a #testimonials or #reviews channel works well.
Auto-send on ticket close
When enabled, Docket automatically sends the feedback request to the user the moment their ticket is closed, without any extra steps from your staff. When disabled, feedback must be triggered manually.
Auto-send DMs the user who opened the ticket. Make sure your server settings and Docket's role hierarchy allow the bot to send DMs or messages to that user.
Company name
The name displayed in the feedback request message sent to the user. Example: if you set it to "Nøyra Labs", the bot might say "How did Nøyra Labs do?" — max 100 characters.
Support server URL
An optional Discord invite link included in feedback messages. Useful if you want users to know where to get further help. Must be a valid HTTP or HTTPS URL (e.g., https://discord.gg/yourserver).
Best practices
- Enable feedback only once your team is consistently closing tickets — sparse data is less useful than no data at all
- Set a real company name so the message feels personal, not generic
- Review your feedback channel regularly to catch recurring issues before they become problems
- Make the testimonial channel public to build social proof with your community