Request for CSAT Feature Enhancement: Enable Satisfaction Surveys via Help Center

We have integrated Zendesk’s help center into our app via the Zendesk SDK, and the majority of our customer interactions occur within Zendesk help center. Given that we do not collect users' email addresses, our support model does not include email communications. This setup has significantly streamlined our user support process and improved the user experience. Our situation isn’t uncommon in mobile gaming and similar apps.

However, because of our setup, we are facing a challenge regarding Customer Satisfaction (CSAT) surveys. Currently, Zendesk’s CSAT feature relies on sending survey requests via email, which is not feasible for our setup. We are eager to capture CSAT data to assess and improve our support services, yet the absence of email addresses in our user profiles means we cannot utilize this feature.

Needless to say, measuring CSAT is important to us for monitoring agent performance, coaching and continuous improvement. While there appears to be some support for CSAT in the help center (https://support.zendesk.com/hc/en-us/articles/4408886173338-About-CSAT-Customer-Satisfaction-ratings-in-Zendesk-Support), Zendesk has informed me that sending CSAT requests directly to users via the help center isn't currently supported.

We need a solution so that CSAT surveys can be completed directly within the help center. This could involve a prompt for users to rate their satisfaction after a ticket is resolved, similar to how they would interact with the survey via email.

If anyone faces a similar challenge and has come up with a workaround, I'd be grateful to hear from you until such support exists in Zendesk.