How to Exclude a Ticket Rating

Admins/managers can exclude a customer satisfaction rating that doesn’t reflect the quality of the team’s work. The rating stays visible on the ticket for transparency but is excluded from the Mojo score calculation.

Common reasons to exclude a rating:

• Rating was left on the wrong ticket
• Submitter is not a customer (ex. opened a ticket on the wrong help desk)
• The issue was a product bug or outage outside the agent's control
• Rating appears retaliatory (ex. agent enforced a policy the customer disagreed with)
• A supervisor reviewed the interaction and confirmed the agent followed correct process

The ticket rating cancellation feature is off by default and must be enabled before managers can use it.

Enable the feature

1. Navigate to the waffle icon
2. Select Account administration
3. Go toTickets > Settings
4. Scroll down to Miscellaneous
5. Enable Allow ticket rating cancellation
6. Click save

Excluding a rating

1. Open the ticket with the rating
2. In the rating panel, click the 3 vertical dots icon ⋮ and select Cancel rating
3. (optional) Enter a reason
4. Click Confirm cancellation

What happens when a rating is cancelled

• The rating is excluded from the team’s Mojo score. Scores recalculate automatically.
• The rating remains visible on the ticket, marked as cancelled, with the optional reason displayed.
• An entry is added to the ticket’s event log with the name of who cancelled it and when.

Restoring a cancelled rating

Click the 3 vertical dots icon ⋮ on the rating panel, and select Restore rating.

The rating is reinstated and counted in the Mojo score.