Mojo Number: Measuring Customer Satisfaction

Mojo Helpdesk makes it easy to measure customer satisfaction by automatically sending a survey when a ticket is closed.

An email will be sent to the ticket creator asking for a satisfaction rating. The survey includes two questions:

• How satisfied were you with your ticket experience as a whole? (On a scale of 1-5 stars)
• Would you like to tell us more? (optional text feedback)

This quick survey helps capture both measurable and qualitative feedback. Responses feed directly into the Mojo number, giving teams a simple, reliable way to track satisfaction across agents, queues, groups, and the entire help desk.

Manage rating feature and request email

By default, the ticket rating feature and the rating request email are enabled. 

Agents with an admin role can configure these two components for their help desk.

Step 1: Manage the ticket rating feature

1. Click on the waffle icon on the upper right
2. Select Account administration
3. Navigate to Tickets > Settings
4. Scroll down to Miscellaneous
5. Toggle Allow rating to enable or disable

Step 2: Manager the rating request email

1. Navigate to Business rules > Mojo bots
2. Select the Mojo bot: Send requester an email to ask to rate service level
3. In the status section, click to activate or deactivate

Customer satisfaction report

The customer satisfaction rating (Mojo number) represents the average rating over the last 30 days.

• Agents can view their individual Mojo number directly in the agent portal.
• Managers can access the overall help desk customer satisfaction report, which provides deeper insights

Within the report, managers will also see a leaderboard:

• Displays rankings based on ratings received over the last 30 days
• Highlights the top-performing agent
• Can be filtered to show average ratings by agents, groups, or queues

This makes it easy for managers to quickly recognize strong performance and identify areas that may need additional attention.

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