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 to toggle the ticket rating feature
Mojo Helpdesk can collect customer satisfaction surveys 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 ...
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 view workload distribution, and tickets that may need attention.The report is displayed in a table with the ...
Time Spent Reporting
Mojo Helpdesk includes a built-in time tracking feature.Time can be recorded in two ways: Automatic: The timer automatically runs in the background from the moment the ticket is opened until the response is sent. This time is automatically added to the ticket’s time log. Manual: Manual time ...
Manage service levels with SLA policies and business hours
Mojo Helpdesk is designed to help organizations provide efficient and effective support to their customers. One way to ensure timely and satisfactory support is through the use of Service Level Agreement (SLA) policies and business hours. What is an SLA policy? Service Level Agreement (SLA) polic...
What is an event log? Can I see who made changes on a ticket?
The event log is a record of actions taken on a ticket either by the agent, the ticket creator, or a Mojo bot.There are two ways to access the event log. Ticket event log Agents can view the event log directly on a ticket. This is helpful for answering questions like: Who assigned me this tick...