Customize the customer satisfaction survey per queue

The rating request email can be sent only to specific queues using Mojo bots. This is especially helpful if some queues do not need a rating email at all. To make this work, ensure tickets are properly routed to the correct queues (e.g., Customer Support, Technical Support, Sales, or Marketing).

Step 1: Disable Global Ticket Rating

• Go to Admin settings > Tickets > Settings
• Scroll down to the Miscellaneous section
• Disable the option to  Allow rating

Step 2: Create a Targeted Mojo Bot

• Go to Admin Settings > Business rules > Mojo bots
• Click on +new on the upper right corner to create a new Mojo bot
• Label the Mojo bot (ex. Email rating for support queue only
• Configure the Mojo bot conditions (screenshot below)
  • Event type: “On ticket update”
  • Additionally, the Mojo bot must meet ALL of the following conditions
    • Ticket queue: (Specify the ticket queue that should receive the rating email)
    • Ticket status: Solved

• Define Actions (screenshot below)
  • Choose "Email user" as the action
  • Set the recipient as the (requester).
  • Compose Email: Create your desired rating request email
  • Make sure to insert the ticket rating link variable {{ticket.rate_url}} within the body of the email
    • Note: you can click on view variables to see a list of variables available to insert in the email
• Click save

Now, when a ticket in the specified queue is marked as solved, the ticket submitter will automatically receive the custom rating request email.