[New] Admin plane: mobieusHelp has no CSAT / customer satisfaction survey — every major helpdesk treats this as table stakes

Area: Admin plane (audit p12) · Surface: mobieusHelp admin + portal (ticket resolution flow) · Dimension: competitor-gap · Severity: major

Zendesk, Intercom, and Help Scout all send an automatic satisfaction survey (good/bad or 1-5) when a ticket is resolved, then surface a CSAT score on the agent/team dashboard. It is the single most-cited support KPI and is how customers measure their support team. mobieusHelp captures SLA breaches, deflection, and rules-fired (AdminController.php:28-30) but has no way to know whether the requester was actually happy with the resolution. Without CSAT, a tenant cannot report support quality to their own stakeholders, and agents have no quality feedback loop. This is the most conspicuous missing primitive relative to all three helpdesk competitors.

Evidence

Grep across the entire helpdesk subtree returns zero hits for csat/satisfaction/survey/rating. `helpdesk_tickets` (platform/database/migrations/2026-06-01-helpdesk-phase1.sql:202-232) has no rating/satisfaction column. The settings controller (platform/src/Controllers/Helpdesk/AdminSettingsController.php:42-48) exposes display_name, queues, retention, reopen window — no CSAT toggle. Final sweep over src/, templates/helpdesk/, bin/ for 'csat|satisfaction|rate this ticket|how did we do' returned nothing.

Suggested fix. Add a `rating` (enum good/bad or tinyint 1-5) + `rating_comment` + `rated_at` to helpdesk_tickets; auto-send a one-click survey link in the resolution email; add a CSAT tile + 30/90-day trend to the helpdesk admin dashboard and a per-agent CSAT column. Gate the survey send behind a settings toggle and business-hours-aware delay.

Filed by the automated tenant-app audit and adversarially evidence-verified. Status: verified. Open — not yet actioned.