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The Mojo Number

The Mojo Number FAQs  

  • Can you tell me about the mojo numbers?

    The mojo number reflects user satisfaction. When users rate tickets, they can award one to five stars. Each star counts for 20 points. A Mojo number ranges between 20 and 100 resulting from the calculation of the average rating of a set of tickets.  So a Mojo of 80 means that the average rating is 4 stars. We provide mojo numbers to a variety of 'objects' such as the support staff, ticket queues, and customers. The higher the mojo number the better.

    Examples:

    • Joe is a technician and has a mojo of 90: good mojo (avg rating is 4.5 stars)
    • Phil is a junior technician and his mojo is at 50: bad mojo (avg of 2.5 stars)
    • The email ticket queue has a mojo of 90: your customers are very happy with the way you handle their tickets regarding email problems.
    • The hosting queue has a mojo of 33: your customers are very unsatisfied with the way you handle their hosting tickets.
  • What is the customer mojo number?
    Mojo Helpdesk provides you with the capability to see what customers are happy with your services (big mojo) and what are not (bad mojo), so you can act as appropriate.
  • Since a mojo number is an average of ticket ratings, how many tickets do you include in a mojo calculation?

    We include the last 30 tickets.

  • What is the difference between a mojo number and a ticket rating?
    It's simple: a user rates a ticket answer with a 5 star system (5 being the highest). The mojo is an average between 20 and 100 of the ticket ratings.