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 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...