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 ticket data
Exporting ticket data can be useful for: Analyzing trends or performance outside of Mojo Helpdesk Backing up ticket records for internal archives or audits Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access When exporting tickets, ...
Aging Summary Report
The Aging Summary report in Mojo Helpdesk provides a high-level view of open tickets segmented by the length of time the tickets have been open. This tool helps managers and admins quickly workload distribution, and tickets that may need attention.The report is displayed in a table with the follo...