CSAT Surveys

When a ticket moves to a resolved status, Seredina automatically generates a satisfaction survey link (1 to 5 stars, plus an optional comment) and delivers it to the contact through whichever channel they were already talking on — email, Telegram, or the widget conversation — with no extra configuration on your part. It's requested at most once per ticket, never re-sent.

By email, it's a Rate our service button in the "request resolved" email, in your company's language and wording. Turn it off, or change that email, in Customer Emails.

Requires WEB_ORIGIN to be set

Without that environment variable, the survey simply doesn't get generated — it degrades silently, it doesn't break the rest of the ticket resolution flow. See Environment Variables.

Where it shows up

• The average of every response, last 90 days, in the Customer satisfaction widget on the dashboard.
• A response to a specific survey doesn't appear as a normal ticket message — it's a separate record, meant to be aggregated in reports, not reviewed ticket by ticket.

The contact's side

The link leads to a simple public page, no account or login needed — the token in the URL is the only credential, the same pattern the chat widget uses to identify a conversation without requiring a session.