Pages

Tuesday, July 15, 2014

July 19, 2014 Scheduled Maintenance

Mojo Helpdesk will be performing a planned system maintenance:

Maintenance start time: July 19, 2014 5:00 PM CST (July 19, 11:00 PM GMT)
Maintenance end time: July 19, 2014 8:00 PM CST (July 20, 2:00 AM GMT)

During this maintenance window we are expecting to have a planned downtime of approximately 1 hour which is expected to take place sometime between July 19, 2014 6:00 PM CST (July 20, 12:00 AM GMT) and July 19, 7:00 PM CST (July 20, 1:00 AM GMT). As a result, the helpdesk will be unavailable and emails sent to the helpdesk during this time will be delayed until helpdesk service is restored. 

If you have any questions, please feel free to contact us at help.mojohelpdesk.com.

Thank your for your patience and understanding.

The Mojo Helpdesk Team

Thursday, May 15, 2014

New Helpdesk Feature: Multiple Ticket Forms


Mojo Helpdesk is excited to announce our newest release: Multiple Ticket Forms. You now have the option to create a unique ticket form for each request type that you support.

For example an IT department might support several issues. Now the department can have a form for each case such as a ‘New Employee Set Up’, ‘Employee Termination’, ‘Purchase Request’, and ‘Technical Support’.



A school district would be able to create a different form for each of the schools it represents and an accounting department could set it up to handle specific requests for accounts payable and accounts receivable.  You could also create internal and external request forms.


To create ticket forms in your helpdesk go to Manage > All Settings > Ticket Forms.
Here you will see the basic form that is being used to create tickets. You can add a new form by clicking the ‘add new form’ button on the right hand side of the page. Now you can give your form a title and add some help text if necessary. Then you can choose a queue in which your new form will create tickets. If you would like to let the user choose their queue there is an option for this as well. Next, you will choose who can view this form, all users or helpdesk staff only.


Once the form is created, then the form's fields can be customized.



When you have finished adding and re-ordering fields you can publish your new form to make it available.


If you have any questions about setting up ticket forms for your helpdesk visit our Help Center.


Wednesday, April 30, 2014

Features you might have forgotten about: Ticket Time Tracking


The news is in. Time management is increasingly important, especially when it comes to customer service. Normally, when a ticket is submitted, the customer would have liked the problem to be fixed yesterday. We completely understand. Everyone’s time is important and when something doesn’t work, it can affect your whole day. This can also be said for the support team that is handling the incoming tickets. Mojo Helpdesk’s Time Tracking feature allows you to run detailed reports on time spent on tickets by technician, queue or group. (This feature is available on the Enterprise and Enterprise Plus plans.)


Why is Time Tracking important?

Keeping track of how much time is spent on a ticket is great for monitoring productivity, but there are also a number of other reasons why this function is so important.

  1. Re-assigning Tickets:   Mojo’s ‘created on’ and ‘updated on’ timestamps allow you to see how long it took for the ticket to be resolved, but what if you need more detailed time tracking?  Mojo’s Time Tracking reporting will give you much more insight such as how long each assigned individual worked on the ticket throughout the ticket lifecycle, as well as, how much time was spent for each group and each queue.  

  1. Problem Areas: Time tracking is a great way to identify any problem areas. Let’s say Mary, Mike, and John are all having problems completing tickets that involve a certain task. Monitoring time spent on a ticket is an easy way to identify that a number of agents are have a problem with the same task and that looking into this task might be a higher priority than expected.

  1. Estimating: Sometimes, when a new ticket is created the client will want to know approximately how long it will take for their problem to be resolved. Even though that time frame will have to take a number of factors into consideration, being able to give even a rough estimate can make all the difference to your customers overall experience.

How can Mojo Helpdesk help you?

What you might not know is that Mojo Helpdesk makes it easy for an agent to track how much time is spent on a ticket. Each time an agent adds a comment to a ticket, s/he has the option to enter the time spent on the ticket in the input field. Typically an agent will add several comments and input some time spent on a ticket several times. There is also a neat little timer tool that can help you out. The timer works like a stopwatch, allowing you to start, pause,resume, and stop.


Once you have completed a ticket or maybe you are just taking a break to come back and work on it later, click the “<<” on the left side of the timer and the information will automatically be imported to the time spent field.

Monitoring ticket times is not only a great way to improve efficiency, but it will also improve your customer overall satisfaction. Let’s face it, when a customer encounters an issue, the faster that issue is resolved the happier they will be.

Monday, March 24, 2014

New Feature: Knowledge Base Article Ratings

We're excited to announce the newest Mojo feature: knowledge base article ratings. Now your users can rate the helpfulness of your knowledge base articles in one click.


We store the ratings so you can see which articles are delivering insight and which articles might need more detailed information in order to answer your users' questions.


The knowledge base ratings are enabled by default when you turn on your knowledge base.  If you have any questions about this new feature, please feel free to contact us.

Thursday, February 27, 2014

Newest Feature for Mojo: Default Private Messages

Mojo Helpdesk recently developed a new option in the Mojo Helpdesk software that allows users to set their helpdesk to always default to private messages.

Currently Mojo Helpdesk is designed so that when users post a message, their comment is visible to the end user and the end user also receives the 'comment added' email notification for the message. If users want to post a private message they must click the 'private message' option before sending.

Now with this new option, if helpdesk owners would rather have all messages default to private they can configure their helpdesk to do so. Then, if staff wanted a message to be visible to the end user and for the end user to receive the comment added email, they would click the link to make the message public.

To set the helpdesk to default to private messages: 

Go to Manage > All Settings > Configure Mojo Helpdesk > Change > Miscellaneous Settings > 'Default private message?' > Check for "Yes" > Save

Mojo Helpdesk's philosophy is to keep Mojo as simple as possible for users and not over complicate the app with a bazillion features, yet we like options...so there you have it, a new option to make your helpdesk messages private to the staff.

This is extremely useful for those that are using the helpdesk for internal purposes, or those that have tiered support levels where the 3rd and 2nd tier is not communicating with the end user but the 1st tiered tech is.  

Let us know what you think about the new feature and how this will be useful for your workflow!

Thank you,

Jill Ward
Product Manager