The e-scooter sharing app I worked on relied on a web form for user feedback. Users had to manually enter their contact details, and support agents couldn’t reply directly from the helpdesk — the request wasn’t issued from the user’s email. This meant duplicate communication channels and unnecessary friction.
Goal
Streamline feedback submission for users while enabling direct helpdesk integration, so support staff could respond within their existing platform.
Solution
Rather than adopting an expensive third-party feedback service, we built a custom, lightweight solution.
A feedback button on the home screen opens a bottom sheet with a simple text input — no unnecessary form fields, since user information was already available in the system.
On the backend, we leveraged our existing helpdesk’s REST API to automatically create support requests with proper user attribution. Agents could now reply directly within the helpdesk platform instead of switching to a separate email client.
Result
The simplified flow reduced friction for users and created a more transparent communication loop. Support agents could interact with users entirely within their service desk — strengthening the Build-Measure-Learn cycle.