Reporting
Keep an eye on help desk productivity and customer satisfaction
How do I search by custom fields?
To search by custom field use the search query below but replace the text inside the parenthesis to your custom field system name (use underscores for spaces) and custom field value (do not use underscores for spaces). Be sure to use all lower case letters even if your values have capital letters...
How do I send the Rating Email only for certain queues?
This post will show you how to send the rating request email for tickets in specific queues only. For this to work you would need tickets to be queued correctly so the rating email will be sent to the desired user base. 1. Set up queues for tickets. For example, customer support, technical supp...
How do I turn off the ticket rating feature?
When a ticket is closed, Mojo Helpdesk sends an email to users (ticket creators) asking for a customer satisfaction rating. If this is not a feature you want to use, you can turn this off by following these steps: Go to Admin Settings and then Helpdesk Configuration. Scroll down to the Email S...