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Monday, December 22, 2014

DNS Connectivity Issues with Rackspace


****RACKSPACE UPDATE 22 December 12:56 CST****

Our engineers have fully resolved the impact to our DNS infrastructure. After blocking the majority of the inbound DDoS attack earlier in the morning some DNS servers that were sending both legitimate and DDoS traffic to Rackspace were blacklisted. Further investigation and alteration of our mitigation profiles resolved the last remaining issues at 12:15CST. If you continue to experience adverse impact, please reach out to your support teams and provide trace route information for further investigations. Additional details regarding this incident will be made available upon the completion of our Root Cause Analysis. 


DNS Connectivity Issues with Rackspace

We use Rackspace managed cloud services for hosting Mojo Helpdesk and today Rackspace announced an incident that might affect accessibility to some Mojo Helpdesk accounts.  Not all helpdesk accounts are affected, but please be advised of Rackspace's current system status:

We are monitoring a connectivity issue impacting our DNS environment that began at approximately 01:10 CST December 22nd. Our engineers have taken steps to mitigate impact from this issue, however some of our customers may continue to experience intermittent periods of latency, packet loss, or connectivity failures when attempting to reach rackspace.com or subdomains within rackspace.com. This may also continue to impact customer DNS resolution during this time. Our engineers are engaged and continuing work to stabilize the environment.

Thank you for your continued patience as we work to resolve this issue. If you have any further questions or concerns, please contact a member of your support team.

Visit https://status.rackspace.com/ to check the latest update.

Friday, September 12, 2014

Mojo Helpdesk ​New Feature Release: Rate Tickets by Email

Do you want to know if your agents are making your users happy? 

We are happy to announce the ​'ticket rating by email' feature is now available.


How does it work?



When a ticket is closed, Mojo will send an email to the ticket creator. The recipient can click a link and enter a satisfaction rating.




This feature is disabled on existing accounts and enabled for all new accounts created starting today.


Existing accounts can enable this feature by completing the following steps:

  • Manage > All Settings > Configure Mojo Helpdesk > Change > Miscellaneous Settings
  • "Send rating email" = Yes
  • Save  ​

Tuesday, August 5, 2014

In Case You Missed It.... Label Changes

Recently Mojo Helpdesk has implements a few minor changes. Here is one you might have missed.

Previously, when creating a ticket, the field labels were located to the left of the text box. This minimized the visible text space, which would cause text wrapping.



Now, we have changed the labels to be place above the text box. This allows users to keep track of more content that they have entered and better describe the issue that they are in need of assistance with.




Details do matter and here at Mojo Helpdesk each detail adds up to a better support system for you.

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.