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 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

Wednesday, January 15, 2014

IMPROVEMENT: Mojo Helpdesk Enhanced Search Features

Mojo Helpdesk is pleased to announce new upgrades to our search engine which will assist users in quickly locating specific tickets.

Most importantly, users can now search ticket comments and custom field values for specific words or phrases.

For example, if the help desk technician searches the word "test" as in the example below, all comments where those words appear will appear in the results.

We recommend users take advantage of more advanced search techniques in order to efficiently navigate through tickets.

Below find a few tips that will help you find tickets quickly:

Use Wild Card searches if you're "not sure" of the exact search phrase.

  • Searching for serv*s will match both servers and services.
  • Searching *123 will match xyz123.
  • Searching inv?te will match invite but not invente.
  • Searching for abc will match only exact word abc.
Proximity searches can help locate keywords that are not spaced together.
Mojo supports finding words are a within a specific distance away. To do a proximity search use the tilde, ~, symbol at the end of a Phrase.
  • "mojo users"~10 searches for a "mojo" and "users" within 10 words of each other.
Boolean Operators specify which words are included or left out of search.

Boolean operators allow terms to be combined through logic operators. Mojo supports AND+ORNOT and - as Boolean operators (Note: Boolean operators must be ALL CAPS).
OR operator
The OR operator is the default conjunction operator. This means that if there is no Boolean operator between two terms, theOR operator is used. The OR operator links two terms and finds a matching document if either of the terms exist in a document. This is equivalent to a union using sets. The symbol || can be used in place of the word OR.
To search for documents that contain either "mojo apache" or just "mojo" use the query:
"mojo apache" mojo
"mojo apache" OR mojo
AND operator

The AND operator matches documents where both terms exist anywhere in the text of a single document. This is equivalent to an intersection using sets. The symbol && can be used in place of the word AND.
To search for documents that contain "mojo apache" and "Apache Lucene" use the query:
 "mojo apache" AND "Apache Lucene"
+ operator

The + or required operator requires that the term after the + symbol exist somewhere in a the field of a single document.
To search for documents that must contain "mojo" and may contain "lucene" use the query:
 +mojo lucene
NOT operator

The NOT operator excludes documents that contain the term after NOT. This is equivalent to a difference using sets. The symbol ! can be used in place of the word NOT.
To search for documents that contain "mojo apache" but not "Apache Lucene" use the query:
"mojo apache" NOT "Apache Lucene"
Note: The NOT operator cannot be used with just one term. For example, the following search will return no results:
NOT "mojo apache"
- operator
The - or prohibit operator excludes documents that contain the term after the `- symbol.
To search for documents that contain "mojo apache" but not "Apache Lucene" use the query:
"mojo apache" -"Apache Lucene"
Mojo supports using parentheses to group clauses to form sub queries. This can be very useful if you want to control the boolean logic for a query.
To search for either "mojo" or "apache" and "website" use the query:
(mojo OR apache) AND website

This eliminates any confusion and makes sure that website must exist and either term mojo or apache may exist.
Finally, our search functionality is much faster, which will help users swiftly navigate through the content with ease. 

Tuesday, December 31, 2013

Work Better in the New Year: 3 Ways to Deliver Exceptional Customer Service in 2014

Welcome to the annual “week of reflection.” In this final week of December, many people look back on the year and plan ahead for the next. If doing better at your customer service or help desk support job is on your list for 2014, read on.

1.  Listen and repeat the request

Want to be heard more on the phone or in a helpdesk ticket thread? Try listening first. Identify what the customer really wants to happen as a result of your conversation. (Hint: They are typically looking for a concrete, positive result.) 

Don’t forget that customers need to feel heard, too. After listening or reading closely to their request, repeat it back to them so that they know you understand what they need.

2.  Ask for immediate feedback.

After completing the customer’s request or answering their question, be sure to solicit immediate feedback. It could be something as simple as asking, “Did I solve your problem?”

3.  Send a one question survey to rate the conversation

The customer is happy, but that’s not where the conversation ends. After completing each request, make a note to follow up on a specified date and time. The follow-up should be uncomplicated and direct:

Dear Sally,

I wanted to check in with you regarding your software performance issue. How has our product worked for you this week? Please fill out the attached survey so that we can consistently work to improve our service.

Best Regards,
John Smith
Level 3 Tech Support

How are you planning to work better in 2014? Share with us on Twitter via @mojohelpdesk or comment below.  

Wednesday, December 11, 2013

How to Integrate Mojo Helpdesk with Your Favorite Web Apps

Today we’re excited to announce our integration with Zapier, a web service that lets you easily connect your web apps with Mojo Helpdesk.

If you’ve ever wanted your helpdesk to work seamlessly with your favorite CRM tool, project management software, or accounting app, then this integration is perfect for you.

We coded this integration so that you can focus on running your business and save time by not having to copy-paste information between web apps.

Setting up an integration with Zapier is super easy and doesn’t require any programming knowledge.

To get started:

1 - Sign up for a free Zapier account.
2 - Connect your Mojo Helpdesk account (see detailed instructions here).

3 - Set up your zaps by clicking Make a Zap in the Zapier navigation bar.

That’s it all it takes and it’s free for your first 5 zaps.

Still wondering why this is TOTALLY awesome? Here’s a few examples of what you can do:

- Create Mojo tickets from support requests received on Twitter
- Create recurring Mojo tickets using Google Calendar event reminders
- Create new Mojo users when new users are created in your CRM tool
- Create new Mojo users when new users are created in Quickbooks
- Create Mojo tickets from Wufoo form submissions
- Create Mojo tickets from JIRA issues

And here’s the full list of the 250+ apps you can connect to: The List