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 Account administration > Tickets > Settings
  • Scroll down to the Miscellaneous section
  • Disable the option to  Allow rating

Step 2: Create a Targeted Mojo Bot

  • Go to Account administration > 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

The Conditions section of a Mojo bot named for rating requests, set to run on ticket update when the ticket queue is Support and the status is 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

The Actions section of a Mojo bot, composing an Email user action whose body asks the requester to rate the service using the ticket rate URL variable.

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