Reporting
Keep an eye on help desk productivity and customer satisfaction
How to search for a ticket using custom fields
The Mojo ticket forms support custom fields. Here's how to format your search query if you're using custom fields. To search by a custom field Use the query below, replacing the bracketed text with your custom field's system name (using underscores for spaces) and value (without underscores): c...
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).S...
How do I turn off the ticket rating feature?
When a ticket is closed, Mojo Helpdesk will send an email to the ticket creator asking for a customer satisfaction rating. The survey consists of two questions. How satisfied were you with your ticket experience as a whole? (On a scale of of 1 - 6 stars, with 5 being the highest) Would you l...
How to Export Tickets
There are two ways for you to export the tickets. For Agents, they can just go to their assigned tickets: My assignments> click on the three dots at the right side of the page > export (CSV file)For Admins and Managers go to : Admin settings> Help desk > Export data > New ticket export Click on t...