Tip of the Week: Creating an Automation to Close Old, Solved Tickets

We previously posted about the difference between closed and solved tickets and briefly mentioned creating an automation to help you keep your help desk clear of old, solved tickets. There is already a pre-created automation for this in the automations section of the helpdesk which can be activated at any time.  However, if you have never created an automation in Mojo Helpdesk before, this is a perfect one to start with due to its simplicity and usefulness.

Watch the video and try your hand at creating an automation for your help desk. You'll be glad you did once the automation clears out old tickets and makes it easier to keep track of open tickets that need attention.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Happy Holidays to Our Customers from Metadot

We've almost reached the end of 2011 and while it feels like the year flew by way too fast, we're excited to ring in 2012. The Metadot team, the people behind Mojo Helpdesk, Das Keyboard, Montastic, and typrX, thanks you for your continuous support. We wish y'all a Merry Christmas and a Happy New Year.

Enjoy this video of an Angry Birds Christmas Light setup:

(Cross-posted from the Metadot blog.)

Read More

How To Provide Excellent Holiday Customer Service

The holidays can be a trying time for customer service representatives. People often feel rushed and overwhelmed in their efforts to complete their holiday shopping in time for celebrations with family and friends. The need to maintain excellent customer service throughout this period cannot be underestimated. When tensions are high, it becomes ever more important to handle customer concerns and inquiries pleasantly and effectively.
Businesses should make efforts to ensure the customer service staff is well prepared for any issues likely to arise in the holiday season. These seven suggestions can help make sure your company maintains the superior level of service your customers deserve and expect.

Hire Extra Seasonal Staff
The boon to business that comes with increased consumer spending during the holiday season means a greater burden on customer support staff. Bringing on temporary staff helps keep employees from becoming overwhelmed and ensures service doesn’t slow during the busy period.  

Utilize Mojo Helpdesk to Keep Up with the High Volume of Requests
Your staff is only human and when an individual’s responsibilities increase, making sure nothing slips through the cracks is especially challenging. Mojo Helpdesk makes sure every customer request is neatly organized, through custom filters and automations, as well as being able to assign to a particular representative and stays on the radar until it’s resolved.

Be Prepared for High Stress and Emotional Customers
The holidays are an especially stressful time for many and this can serve to make customer service interactions more difficult. When faced with an angry or emotional customer, keep in mind those feelings aren’t personal. Always remain calm when working through the customer’s issue and keep a levelheaded tone.

Use Mojo Helpdesk to Set Goals and Incentives for Staff Members
People work better when given a clear incentive. With Mojo Helpdesk’s ratings system and SLA targets,  it is easy to implement an incentives program to reward the representatives that receive the highest Mojo scores from customers or achieve the quickest resolution times. This can help raise spirits and encourage harder work, without making staff feel overburdened.

Keep Customers Well Informed
Make sure customers know upfront the estimated shipping times for each order, if your company ships/sells goods, and post clearly on your website and in all e-mail and helpdesk correspondence any days staff won’t be available.  If possible, direct tickets to an available staff member during days someone is out.

Be Prepared for Post-Holiday Returns
While the holiday gift giving tradition usually means an increase in sales, it also comes coupled with a period of high volume returns and follow-up calls for support. Have a system in place to handle returns that makes the experience simple for the consumer. Use Mojo Helpdesk to organize return requests.  Adding custom fields to the ticket form, and requiring customers to enter all necessary information can help ensure returns are more easily handled by staff.  For frequent requests, automations may be set up to respond more quickly to several customers/tickets at once. 

Reward your Staff
As the holidays mean harder work and higher stress for staff, it’s important to make them feel valued. Whether bringing sweets into the office for everyone, throwing a holiday party, or implementing a gift exchange program, bringing some levity and fun into the office setting will help keep spirits up. The holiday season is such an important period for businesses; some basic preparation is well worth the positive results it yields for customers and staff. Encourage staff to take note of any unforeseen issues they encounter so the team can take stock at the end of the season and better prepare for next year.  Ensuring you have a stream-lined, friendly, fast and efficient customer service system in place, even during the busiest time of the year can lead to happier holidays for everyone.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Tip of the Week: Closed vs Solved Tickets

Mojo Helpdesk helps you handle your customer interactions in an organized way as support agents work towards resolving customer issues. What is nice about the ticket system is it allows you to document every step of the process and ensures both you and the customer are satisfied before closing the ticket.
The key step in this process is for the agent to solve the ticket and leave it to the customer to close.  There are a couple of good reasons why helpdesk staff should not mark a ticket as “closed”.  The first, and main one is that once a ticket is in closed status, the ticket creator can no longer add a comment to the ticket (neither by email nor the web interface).  More importantly, the customer will not be able to give a rating to the ticket.  If it is important for your organization to track the performance of support staff, you are losing this piece of reporting functionality when an agent closes a ticket.  
Also, let’s say the agent marks the ticket as closed and the customer finds the problem is still occurring. Once closed, the customer would have to create a new ticket to continue the process of fixing an issue from the previously closed ticket. This can quickly become confusing for the customer, and duplicate tickets can make it very difficult to track a single issue from start to finish. This is why we advise all technicians to use the “solved” status when noting a ticket’s issue has been fixed.  This will allow customers to respond with feedback or at least rate the performance of the support agent before closing the ticket.
Conversely, there are times when a customer will forget to close a ticket. If the help desk is set up so customers only respond to tickets via email, there is no way for them to close tickets.  For these cases, it is best to create an automation that will close “solved” tickets that have not been updated by the customer within a specified period of time you select. While solving tickets helps ensure customers are satisfied with the solutions to their issues, creating an automation to handle zombies (unanswered tickets) provides the added bonus of clearing out any lingering, solved tickets.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Mojo Helpdesk Updates - Improved Communications Controls

We just released an update to Mojo Helpdesk with a few features to make the help desk more customizable. We know everyone uses their help desk a little differently from one another, and we wanted to embrace this by making it easier to control communications to the customer.

The first update allows users to set whether or not an email is sent to the ticket submitter when new tickets are created. Help desks can now ensure the only time a customer receives an email is when an agent chooses to send one.

To control this feature, go to “Manage” at the top of your help desk and select “All settings”. Under the “Helpdesk Owner/Admins” menu, click “Configure Mojo Helpdesk”. Once on the helpdesk settings page, click the “Change” button and scroll down to the ‘Miscellaneous Settings’ section. Select ‘Yes’ or ‘No’ for the setting: ‘Send new ticket email notification to submitter?’.

We have also added the ability to customize the “Closed Ticket” email template that is sent to users when they try to respond to a closed ticket. For those who don’t want to utilize the customer portal and prefer to keep all contact with customers via email, the customization of this template is useful as it allows removal of all portal URLs. This way a helpdesk owner or admin can decide what instructions they want to leave their customers with for following up on a closed ticket. Now you can add a phone number or email address and remove the Help Desk URL, if desired.

To edit this template, go to “Manage” and select “All Settings”. Under the “Helpdesk Owner/Admins” menu, click “Configure Emails”. Scroll to the bottom of the email handling page until you reach the ‘Email Templates’ section. The new email template falls under “Tickets to Submitter” and is called “Ticket Closed Message”.

And finally, we cleaned up the messaging system for all tickets. We saw a few issues with the formatting whenever users must click “more” to view the full content of the ticket. Now, all messages will look just as they were entered.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

The Trials of Providing International Customer Service

The rise of the internet has created an international marketplace unlike anything the world has experienced before. As technology progresses, geography is an increasingly minor concern in how companies do business and professional communities interact. There are many benefits to this: an expanded marketplace for products, greater opportunities for innovative collaboration between different countries and the rise of the virtual business model, just to name a few. With the territory many businesses serve expanding globally, the ability to effectively provide international customer service is a growing concern.

Positive word of mouth is one of the best marketing tools available to any company and repeat business is a crucial component to staying competitive. Social networks and online review sites have further heightened the power that a customer service experience has on future sales and branding efforts. Having a committed staff, well trained in the techniques of keeping customers happy is one of the most crucial resources any business can have.

How does a company equip staff with the proper knowledge to handle the distinct set of issues that arise with international customers? There are several primary challenges one is likely to encounter; listed below are some suggestions to improve customer service and avoid many common issues.

Language Barriers and Cultural Differences
This is probably the most conspicuous of the distinct issues a customer service representative will have to address with international customers. While it’s surprisingly common for individuals in much of the world to have some grasp of English, a company can’t depend on this and even many who have a conversational ability may have a hard time successfully communicating the problems they experience.

Utilize Bilingual Employees
Assign international customers to the appropriate bilingual employee and seek out people with a grasp of the most common languages you encounter in future hiring efforts. With Mojo Helpdesk it is possible to filter all tickets from international customers into specific queues prepared to handle the language barrier or directly to support staff that speak the language.

Use E-mail Correspondence and Mojo Helpdesk
Phone conversations are especially difficult when a language barrier is in play, but utilizing written options such as e-mail and Mojo Helpdesk affords both parties the opportunity to consult dictionaries and translating services to improve clarity.

Be Aware of Different Customs

Amongst other differences, international employees will have different holidays, different ways of addressing one another and different topics that are considered appropriate for discussion. Make sure customer service representatives are trained in the basics of the cultures of customers they’ll be working with.


Different Time Zones
International time differences are often considerable. Most customers will recognize a company’s inability to provide an immediate response to inquiries that arise, but it’s possible to take steps to ensure quick response times.

Use E-mail or Mojo Helpdesk to Communicate
Both options allow the customer and representative to send and receive messages during their respective business hours. It is important to try to respond to these customers within 24 hours to ensure their issues are handled in a timely manner.

Set Up Phone Calls in Advance
When a phone call does become necessary to work out a customer service issue, both parties can ensure availability by setting up a time in advance.

Expand Business Hours
It can be beneficial to employ a customer service representative to be available during the hours the business is traditionally closed. If the need for this is relatively light, assigning representatives particular days to be on call to respond to customer service inquiries that come in during off hours, whether from home or in the office, is an option.

Additional Costs of Doing Business
Most companies are aware that providing international customer service is going to increase their support budget. However, with technology and good planning, it is possible to lessen these costs while still providing quality customer service.

Long Distance Calling
If the company’s phone plan doesn’t allow for affordable long distance calls, Skype, or other online calling services, can offer a more cost conscious alternative and even make it easier to determine the correct country calling code.

After Hours Customer Support
Having employees work longer will increase labor costs, but it is possible to implement a system in which employees can trade out the extra hours worked for time off at another period to save the company money.  Also, hiring a night shift may be the best solution to ensure you have staff on hand for international customers.

Additional Offices
If you have enough international business to merit it, you may find it necessary to open up new offices in the countries you work with the most, requiring additional costs such as new staff, equipment, real estate costs, maintenance and office supplies. Depending on the company's needs, it may be possible to avoid many of these costs by hiring contractors who work from home.

The greater accessibility to global communication in today’s age of technology offers countless benefits in commerce, but it can also complicate the process of providing consistently exceptional customer service. A devoted team can offer positive international customer service experiences with just a little bit of extra effort and awareness of the unique trials involved in working well with customers across the globe.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Tip of the Week: Tracking the Time Spent on Tickets

If you have the Enterprise or Enterprise Plus plan, you are able to track the amount of time spent working on tickets or any portion of a ticket. Click show timer in the messaging section of a ticket, and  it will display a timer that can be set to auto-start anytime the ticket is opened. This will allow staff to enter the time they spend working on each section of the ticket which is then calculated automatically for the entire ticket. Time can be tracked in minute or hourly units and can also be subtracted from the ticket if needed. A staff member is also able to pause, reset and restart the timer as needed.

Adding time spent to a ticket is simple, just click the arrows to the left of the timer and time will be automatically added or manually add time by directly entering it into the blank to the left of the timer. To subtract time simply use a minus sign in front of the number when entering it into the blank field.

The beauty of time tracking is Mojo Helpdesk's ability to provide reports on time spent per queue, tech, and customer. To view these reports, go to the time spent section of the Reports menu on the left side of the screen. You can set the date period for the report, what report type you need, and whether or not you want to view data from closed tickets only. This can be helpful in determining where your staff is spending most of their time, or if you need to re-evaluate a customer's support plan based upon the amount of time they are utilizing.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Tip of the Week: How To Notify Staff of Private Comments

Often, it is necessary to contact another employee within the company to get help solving a customer's issue. One of Mojo Helpdesk's features is the ability to add a private message to the ticket so staff can work together on a ticket without their communications being visible to the customer.

In order to ensure staff are notified when private messaging, it is best to 're-assign' the ticket first, then add the private message. The new assignee will not only receive an email notification about the ticket update, but also notification a comment was added. If you just add a private message to a ticket without re-assigning it, no one will know about the private message. Once the assignee is done, they can re-assign the ticket back to the original ticket owner for follow up with ticket closure.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Announcing the Kindle Fire Winner of Mojo's Thanksgiving Contest

We want to thank everyone that participated in our Thanksgiving Contest. The responses we received were so wonderful and heart-felt,  we had a hard time holding back the tears.  We selected a winner at random, and are happy to congratulate Scott Harris, the winner of this year's Thanksgiving Contest.  Scott shared that he was thankful for the following:

"After a couple of years hoping from job to job, I am thankful to have landed at what is arguably my best job ever. My commute is longer but it gives me time to read and the work is what I would be doing if I did not have to work."

Congratulations on both finding a great job and winning a Kindle Fire, Scott!

We were touched by many of the things people shared with us and wanted to share a few of our favorites:

"This year I'm thankful that I have a job, and that my co workers are just like family. I wouldn't have made it though the year without them, in more ways than one! Bless each and everyone them."  - Monica

"I am thankful that even though things may be hard financially for most people that we as a family have enough and some to share with those in need!"  - Sharon

"I'm thankful for finally finding the one woman out there that will love me unconditionally."  -Brian

"I am thankful for my granddaughters (6 & 8) who have re-introduced me to the insanity of Bugs Bunny and the Roadrunner, and trashing the kitchen while making cookies, and for my grandson (11), who has reminded me of the simple joy of an hour spent tossing a football back and forth in the back yard. They are keeping me young."  - Russell

"I'm thankful that I get to spend another Thanksgiving with my family."  - Phyllis

Happy Thanksgiving from Mojo Helpdesk.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Share What You're Thankful For to Win a Kindle Fire

With Thanksgiving coming up, we wanted to give thanks to the people who make our work possible: our customers. We're giving away a Kindle Fire and making it easy to enter. Just use the sign-up form on our Facebook page, and share what you are most thankful for anytime from November 15-17th.

We'll announce the winners on November 18th, here on our blog, and highlight a few of our favorite answers as well.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

New Features for Mojo's API

We recently updated the Mojo Helpdesk API to include two new methods to retrieve user lists: GetAllUsers and GetAgentsAndAbove.

Previously, the only way to call user data via the API was by already knowing the user id or email address. Now with the new API methods, it is possible to easily obtain a list of users or a list of all staff agents without having to recall the user id or email address.

GetAllUsers will retrieve all users for the accessed account. GetAgentsAndAbove will pull all the users that have technician and above roles for the accessed account.

These new operations are useful for those integrating 3rd party services with Mojo Helpdesk or anybody wanting to retrieve user and staff lists with the API.

Read the Mojo Wiki for more information about the API.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

How to Turn a Hostile Customer into a Happy Customer

Working in customer service, unhappy customers are an unavoidable fact of life. No matter how experienced a representative is, there will be customers so unhappy that finding a way to turn around their experience will present a considerable challenge. It can be hard to identify how much of the anger they feel is strictly tied to their experience with the product or company, and how much can be attributed to other events that may have accumulated to ruin their day. Regardless of how unhappy a customer is, it falls to the customer service representative to calm him or her down and find a solution that’s satisfactory to all involved.

To start, it’s helpful to recognize that unhappy customers will often want to vent their frustrations and just know someone is listening. Let them have their say without interruption. Asking questions or attempting to argue will only make them angrier. Pay attention and take notes as they explain their problem so you can refer to them throughout the discussion. This will assure them that they have been heard and their concerns are being taken seriously. Repeat the problem back to them so they can feel confident their complaints are understood. If they have expressed a desired resolution, make it clear that it’s been noted and any possible steps will be taken to realize it. This not only shows the customer his or her grievances are being taken seriously, but also that everyone is on the same page.

Finding a solution to the customer’s problem is going to be the key to calming them down. If there is a simple resolution to the issue, explain it and get started working on it. However, in many cases determining an acceptable solution will present more of a challenge. If fixing the problem is against policy, or if there is no policy yet in place for it, avoid explicitly stating this. This will merely produce more frustration and possibly undo the progress made thus far. Instead, let them know a manger will personally be attending to the issue to ensure the situation is properly resolved. No matter what, don’t make excuses for the company or the product. Customers don’t want excuses, they want a solution and it’s the job of customer service to provide them with it. It’s important to stay with the customer until the problem has been resolved so they don’t feel like they are being shuffled from person to person.

No matter how intense a customer gets, keep a calm and friendly tone. Speaking calmly can help keep tensions low on both sides while encouraging a clear explanation of the problem. If a customer yells, responding in a soft and reasonable tone will likely compel the customer to eventually lower his or her voice.

The most important thing to remember when dealing with unhappy customers is to not take it personally. They aren’t angry with any individual, but rather the issue they’re experiencing with the company or product. Taking their anger personally is likely to increase frustrations on both sides and escalate the problem.

Whenever possible, follow up with the customer once the issue has been resolved. This will offer the assurance that the company recognizes that solving a particular problem is only one aspect of the larger goal of customer service: keeping customers happy. A reminder that the company cares can often be the finishing touch to turn an unhappy customer into a loyal one.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Mojo Helpdesk Customizations: Creating an Automation to Notify a Manager of Solved Tickets

Automations are a Mojo Helpdesk feature that can save time and effort by automatically executing a set of actions on a set of targeted tickets. It is possible to create automations that change a ticket’s priority, assign or re-assign tickets, add a comment to a ticket, or send an email. Filters can be created to set the automation to run only if the ticket meets specific criteria like the status of the ticket, the company who created the ticket, and the priority level.

The time it takes to plan an automation is small compared to how much you'll save on administrative tasks. Check out the video below to learn how to create an automation that sends an email when a ticket is marked solved.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Recovering From Customer Service Mistakes

Even the best companies stumble sometimes and offer poor customer service. It does not matter so much that a customer had one bad experience so much as it does that the company corrects its mistake before they lose the customer for good. Recovering from customer service mistakes takes more skill and ingenuity than building a good relationship in the first place.

Be honest
Customers realize that a company is run by individuals working as a team and those individuals are human. Mistakes are made and many customers are very reasonable and understand this. The part where customers feel alienated is when an error is covered up or hidden from them. The first step to recovering from a poor service experience is to tell the truth. Admit to the customer that something went wrong and you will do everything in your power to correct the mistake in order to retain their business.

Always be a helper
A hallmark of good service is to help even when a mistake that was made was not the company’s fault. Service representatives should avoid laying blame on anyone and simply set to work fixing a mistake. Although a company may extend resources it did not have to, this is a sure fire way to gain and retain a client for life. It is also good to err on the side of caution, as a customer may feel that something is the company’s fault when it really is not. Compensation in the form of money back, in-store credit, and others are also an option. A customer will be very happy to receive compensation in some form as a result of an inconvenience they have suffered.

Client service mistakes are a routine part of doing business. No matter how good a company’s systems are, there will inevitably be mistakes made. Being honest and not covering a mistake up is the best policy. Fixing problems, even if they were not your fault, is a great opportunity to build rapport with new or existing customers. Sometimes fixing an error may only involve a few extra steps, while other times it may take compensation of one form or another. Either way, companies must work hard to fix customer service mistakes to maintain a good reputation.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Announcing the Winner of Mojo Helpdesk's Favorite Features Contest

Thanks to all who entered our Favorite Features Contest to win a Google Chromebook.  In the end, almost every feature of Mojo Helpdesk was mentioned, making it difficult to pick one winner from all the entries. 

We're excited to announce the winner of the Samsung Series 5 3G Google Chromebook is Dave Carey who's winning tweet was:

"Love @mojohelpdesk!! Notifications from mojo rock - as a small business that's never in the office, it saves our butts on a regular basis."

Congratulations to Dave, and thank you to everyone who participated. We hope Mojo Helpdesk has helped all of you find your customer service mojo.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Beat Your Competitors with Awesome Customer Service

When customers come back to do more business with a company, it is often not because they got a good price or even a quality product. Most times, customers return because of the awesome customer service that they received. Many businesses offer good service but there are definite distinctions between good and great service.

The difference between good and great
Service to customers will depend heavily on the type of industry in which a business operates. However, it is easy to tell when agents are doing the standard level and when they go above and beyond. For instance, it is common for online retailers to offer “no questions asked” return policies on the products they sell. This is a service that many customers expect. A company that offers great service is one that pays for return shipping on an item and expedites the new product to minimize the amount of time it takes to resolve the issue. Taking steps to make sure the customer literally has to do nothing in order to accomplish a goal or performing tasks that are not standard in an industry are what differentiate good service from that of great.

What changes can companies make now
One of the best things a business can do immediately to impact customer satisfaction is provide the tools and training for representatives to make customer experiences great. For example, giving representatives the authority to make their own decisions on how a particular transaction should be handled increases the speed at which customers get their issues resolved. Showing employees what options they have at their disposal and focusing on service as a core priority helps all parties involved get what they need faster.

Companies competing within an industry will match each other on almost every facet of the business. The thing that will separate them is how they treat their customers. Companies that empower employees to provide awesome customer service and provide the tools to do so are the ones that will come out ahead. Making sure human resources knows what tools they have at their disposal, as well as how to use them, is a sure fire way to reach customer service success.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Avoid These Customer Service Mistakes That Send Customers Running

Customers are the lifeblood of any company, and service provided to them is what helps them thrive. Unfortunately, this is an area where many companies make common missteps that cost them future business. By avoiding these common customer service mistakes, businesses can be on the road to growth and productivity.

Over promising and under delivering
Whether it is a parent, a friend, a co-worker or a company that has promised something, no one wants to find themselves being let down. When customers know what to expect, even if it is not what they want, at least they feel secure. A common mistake made by employees is promising more than they can deliver to their clients. Especially in large companies, representatives may not be aware of the capabilities of other branches of the organization and find themselves in the trap of promising something to their client that is not achievable. It is best to take the approach of under promising and over delivering rather than the other way around.

Not being there for your customers
When a client is going through a transaction, they often have questions about the process. When they cannot get answers to their questions, they are left at an impasse. Representatives often make the mistake of not being accessible enough to their customers. Not returning emails, phone calls or other messages promptly will ensure that customers go to the competition or not return for more business. Constant and consistent communication is the key to maintaining good relationships with customers.

Bad record keeping habits
Nothing is more frustrating to clients than representatives who lose paperwork or other records. People may have been promised promotions or be relying on representatives to maintain information and when those records are lost, the entire transaction can come to a screeching halt. Keeping good records is an essential part of maintaining a good relationship with clients.

Arguing with customers
Disagreements happen during business transactions and are a common part of any industry. The important thing to remember is to treat clients with respect, understanding and patience. It costs, on average, 5 times more to gain a new customer than it does to keep a current one. Representatives may fall into a trap of arguing with clients over details or issues that arise and this should never take place. Keeping customers happy is the number one goal of any organization.

Without customers, businesses cannot survive; therefore, maintaining good relationships is paramount. Avoiding these and other common customer service mistakes ensures that an organization will have repeat business and continue to grow in the future.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Win a Chromebook with Mojo Helpdesk’s Favorite Features Contest

Our goal at Mojo Helpdesk is to provide our customers web-based support ticket software containing the features you need at a great price. Now, we want to hear from you about your favorite Mojo Helpdesk features. In fact, we’re giving away a Samsung Series 5 3G Google Chromebook ($470 value) to a lucky person who shares their favorite feature on Twitter from September 19 - 23.   

To enter the contest:

1. Follow us on Twitter.
2. Post what you love most about Mojo Helpdesk on Twitter, and include the hashtag: #mojohelp. Update: include our Twitter handle: @mojohelpdesk.
   It can be anything from the ability to create automations to the ease of logging in with your Google account.

We’ll pick the best response and post the winner on both Twitter and our blog on September 26th.

All tweets must be made September 19th - September 23rd to be eligible.
Contest limited to the US.

Follow us on Twitter and tweet to win.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

What To Do When the Customer is Wrong

In the business world there are always challenges, but most pale in comparison to the challenge of dealing with people. One of the most revered times in any customer service transaction is when the customer is wrong and employees know it. The old motto is that the customer is always right; however, this should seldom be taken literally. This motto should be interpreted conceptually as, a client should always be given patience, understanding and education to make the right decisions for themselves.

Never lose your cool
No one knows more about a company’s processes, products, services and procedures than the employees who work there every day. For this reason, it is easy for employees to get frustrated with customers who cannot seem to grasp a concept that an employee knows so well. Some customers will be adamant about being correct when they are not; this is where a client service agent must exercise patience and understanding. They must empathize and realize that this person may simply need a little more education on a subject or perhaps a different explanation approach. It is important for employees to never lose their temper or become noticeably upset or agitated with a customer. These behaviors may only enrage a person further or make a situation worse. This is also a sure fire way to lose business and begin building a reputation for poor service. Using phrases like “let me explain it differently” or “does that make sense?” are great dis-armors for agitated customers who are too frustrated to listen or understand.

Customers are not wrong
It is very tempting to tell someone they are wrong when you know you are right. This may be fine in a personal situation but in a business relationship, it is the kiss of death. Customers that are told flat out that they are wrong will feel alienated, discouraged or insulted. Once a customer feels this way, there is little that can be done to bring them back. If the relationship can be resolved, it may cost the company more than that customer is worth in most cases. That is why service representatives must never utter the words “you are wrong” to a customer. Instead, phrases like “tell me how I can help you” or “how can I help you understand” are far less volatile and prompt the individual to offer solutions to their own problem.

The underlying theory of “the customer is always right” is not that a client is correct all the time because they are not. Instead, service representatives should take this to mean that an individual should always be afforded patience, understanding and good service no matter what behavior is being displayed. Representatives should always remain calm and collected. Once employees lose their cool, the entire relationship is lost, which can have much further reaching implications for the organization. Tactics like choosing the right words or trying a different approach with a customer should be employed to maintain a business relationship even when the customer is wrong.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Ways a Ticket Help Desk Improves Your Customer Service

Customers in today’s world deal with many different people during their transaction with a company. From initial contact with a sales person to communication with support staff, there are numerous instances where they can “fall through the cracks” of the system. In the customers mind, the relationship is singular and fluid, whereas each individual employee may be meeting that customer for the first time. Ticket help desk systems help businesses facilitate that relationship so that the entire entity can communicate with a customer just as if that client is talking with the same person throughout the entire transaction.

Getting lost in the system
It is incredibly easy for a customer to feel like a company as a whole does not care about their needs or issues. A person may have first contact with a sales person or customer service representative, but once they are passed down the line, it is all too easy for other employees to disregard the relationship because they do not know anything about how it was formed or why it is important. Assigning a ticket within software that allows for notes and other information about a relationship to be recorded so other arms of the organization can see them, ensures that a client will not get lost in a maze of extensions and lost emails and eventually be forgotten about. A ticket can act as that client’s life raft on the river that is a business’s workflow.

Centralization is key
Having a centralized method and location for data concerning customer information is key for a company/client relationship to remain intact. Assigning a customer number or some other identifying element that can be stored, modified and retrieved by any employee in the company that will have contact with the customer is an effective way of maintaining good customer service. Ticket help desk software can help facilitate these activities and make it easy for all employees to be as effective at maintaining the relationship as the first one to have contact with the client.

Even small businesses can lose sight of clients on a day-to-day basis. Ticket help desk software gives employees an effective tool to manage customer information and make sure individuals do not fall through the cracks of the system. Keeping this data in a central location so that it is always available to those that need it is also key to making it work. If customers do not feel that they are cared about, they most often will not do business with a company in the future.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

The Difference Between Customer Complaints and Customer Feedback

Businesses need information from their target markets in order to improve upon the products and/or services that they offer. Sometimes this may come in the form of customer feedback surveys and other times it may come in the form of complaints from unsatisfied clientele. No matter where the data comes from, businesses must act on the information and learn from mistakes that were made.

The difference between feedback and complaints 
There are a couple key differences between complaints and feedback that come from customers. One of the clearest delineations is that feedback is warranted or sought out by a business whereas complaints come on their own. For instance, a business may conduct a satisfaction survey on a particular product after a planned release date. Customers, participants or any other relevant individuals may be contacted and asked to fill out a form answering questions about an experience. This data is then analyzed to identify trends or patterns. Complaints on the other hand may come in the form of customers calling, writing or walking into a company to voice their dissatisfaction with a product or service. Although these interactions and subsequent data are not sought out by a company, information gained from these interactions is just as useful, if not more so. Another key difference is that feedback and the data it generates is not beyond some measure of control. A business may structure customer feedback surveys depending on the type of data they are looking for from customers. In contrast, complaints are whatever a customer makes them.

Using data to tweak processes 
Whether data is drawn from customer feedback surveys or from customer complaints, it can be used to improve how an organization operates. Companies can capture data using customer complaints software or analyze information gained from surveys. The more data a company gathers, the better it is able to see trends that are occurring. Once conclusions are drawn from these trends, decisions can be made as to how to improve a customer service process. Customer complaints, as well as feedback from survey activities, should be taken very seriously no matter how insignificant they may seem. Businesses that allow customer issues to go unresolved run the risk of having these events mushroom into full-blown PR nightmares.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Can Ticket Tracking Increase Client Retention?

Customer contact is an integral part of any business model. Servicing clients effectively plays a large role in the success or failure of a business. Part of providing good service comes with ticket tracking or following a customer issue from the start to its resolution at the end of the line. Businesses can track how a client’s issues are being solved at any point in a process.

Getting to the root of the problem
No matter what industry a company operates in, service is crucial for longevity. When good customer service experiences occur, those clients may tell someone. When bad experiences occur, they may tell ten people. Unfortunately, for many companies, it can be difficult to pinpoint at what point a customer started to develop a negative opinion of the organization. With ticket tracking techniques, management can view the status of customer issues from one department to the next and identify areas for improvement. With systems like these, trends can also be identified in order to develop new strategies for better serving clients.

Increase customer loyalty
Most people do not keep coming back to companies for great prices, sales, revolutionary products or even quality. While some or all of these factors draw customers in the first time, good service is what causes the majority of customers to be loyal to one brand over another. Tracking customer tickets from beginning to end not only ensures quality control of customer service activities, but also increases the chance that more clients will continue to use an organization’s services. Moreover, people that are aware that their concerns are being tracked closely by a company feel more satisfied that they are being taken seriously.

Customer service activities are some of the most crucial components of a successful business. Providing poor service is the fastest way to destroy a business’s reputation. This is why being able to track customer issues from when they originate until they are resolved is very important for companies to master. Ticket tracking not only helps to identify issues at any point in a path through an organizations workflow but also increases overall customer loyalty and satisfaction.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

How Should a Small Business Determine the Best Help Desk?

Virtually all businesses have employees that use a computer for some task or another. Computers make a variety of jobs easier, and in today’s tech rich world, they are almost a necessity. Just like with all things technical, computers malfunction or simply outwit their users. For these and other reasons, companies have help desk services to aid their employees in solving IT related issues. Small businesses must determine what the best help desk program should be for their needs based on the activities of their employees, the complexity of the network as well as the budget allotted for the system.

Who, What, Where and When?

Many software packages are great for dedicated computers and even laptops that rove around a building. Many businesses however, have employees that work remotely or perform tasks from mobile devices or laptops in places other than the company campus. The help desk software that a company chooses should be equally as mobile and flexible enough to handle requests coming in from devices other than computers. Employees working remotely will still need occasional assistance with devices and will need answers quickly.

Multi-tech environments

These days, employees may have the option of choosing from different machines, such as PC’s or Macintoshes. They may also be running differing versions of operating systems on these machines, as well as various types of software, depending on their job descriptions. This can make solving issues incredibly complex and downright confusing for help desk solutions. Ensuring that the software a company purchases can handle multi-tech environments such as these is crucial to its success.

Price

Of course price can be a driving factor in a poor economic climate even when businesses do not want it to be. Help desk programs generally charge for the license to use the product, which can be anywhere from a few hundred dollars to several thousand. Just because a system is expensive, however, does not mean that it is better for your company’s particular needs. The best help desk will be a combination of what works for the company at a competitive price.

Computers and other technology that we use in our daily work lives seem to be a mainstay. Although these machines make a lot of tasks much easier, they also tend to need fixing or expertise that a user may not have. Help desk software helps users by tracking issue requests and acting as a knowledge base for IT related problems that employees face.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Why Empowering Your Customer Support Staff Is a Win-Win

If you think about the most frustrating customer service experiences, they often involve a representative who claim they can’t do anything to solve your problem and must contact their supervisor for help, they refuse to admit there is a problem, or accept responsibility for your issue. These situations happen all too often and can easily be remedied by empowering your customer service staff to offer incentives, admit mistakes, and simply admit they're human.

Customer service representatives need to be able to fix problems right away so the customer leaves happy. If every little issue requires escalation to a higher-up in order to resolve it, you are going to find your customers are frustrated and feeling unappreciated. I recently experienced something like this when I had a problem with a large video rental company. They sent me a disc that was scratched and completely unwatchable. I sent it back and emailed them my issue with the disc. I got a response within an hour and instead of just thanking me for a heads up, they went ahead and sent me another disc from my queue. When you look at the situation, what they did was a small thing, but they kept me from waiting for my next disc since the one I received was unwatchable. It made me happy and I didn’t give the bad disc a second thought. What this highlights is empowering your customer support staff to make these kinds of decisions, especially with loyal customers, keeps customers from being tempted to look into the competition.

When a customer calls a company with an issue, they want to be treated with respect and feel like their problem is being acknowledged and taken seriously. This can be impossible to do with a script or a policy of not admitting mistakes. Nothing is more frustrating than calling with a problem and having a person apologize without actually admitting a mistake. If a customer calls because their product is no longer functioning, the last thing they want to hear is: “I’m so sorry you feel that way.” Empower your employees to own up to mistakes or issues. There is nothing wrong with apologizing to a customer, and in fact, it makes them feel validated. Also, by allowing your employees to admit to mistakes, you are making them more human to the people on the other end of the phone. People are already frustrated that many companies outsource their support to other countries or even computer systems. Getting a hold of a real human being can be a big deal, and letting your employees be themselves and bring some humanity to customer service is a smart thing to do. Nothing can diffuse a situation like staff agreeing that there is an issue and talking to the customer like the person they are and letting them express their frustrations to a sympathetic ear.

It may seem simple, but remember you are putting your trust in your customer support team to do what’s best for your company and you'll want to make sure you support them as well. Get the team's input when making decisions on how to better empower them. This will encourage more communication and possibly turn up some issues you never knew existed. By doing so, you’ll make your employees happier which in turn will make your customers happier. Everybody wins when you empower your customer support team.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Why Social Media Is Important for Customer Service

It’s easy for many companies to avoid social media. Even though the public has embraced it, some businesses have a hard time overlooking the costs and intricacies related to handling social media effectively. If you’ve been hesitant due to horror stories of other companies’ reputations taken down by angry customers on Twitter, or a novice social media person who doesn’t represent the company well and instead generates negative PR, it is important to do your homework on the benefits as well. Otherwise you’ll miss the triumphs that can come from a well thought out and executed social media strategy. Social media is an incredibly powerful tool for promoting your company and providing instant customer support. Anyone ignoring it completely is missing a huge opportunity to build even more customer loyalty by putting a real, relatable face to their business. They are also losing the chance to deal with customer service issues before they get out of hand, resulting in a more positive customer experience and a better overall perception of your company.

If your company has not embraced social media, you may not realize that your customers are already there, and they are talking. Run a search on the words “customer service” in Twitter and you will get pages upon pages of customers complaining about companies. That’s not to say people aren’t saying good things, because they are, but it’s the negatives that get people’s attention and can, in the worst situations, lead to some serious damage to your brand. Even if you don’t want to invest in a person dedicated to social media, having an employee who keeps an eye on the various social networks will help you head off any major customer service disasters. Make sure this person is skilled in customer service so they can immediately take care of complaints as they arise. Don't forget to empower them to properly handle customer issues with whatever solution fits best. It’s worth it, and even worth spending time training someone specifically for this, because when used right you can turn a bad customer experience into praise for how well you handled the issue.

Just as customers are embracing social media, chances are your competition is too. Spend some time on a few social networks (Twitter, Facebook, Linkedin) investigating other companies, and you’ll see that the ones who have a strong grasp on social media are the ones building solid, long-lasting relationships with customers. One of the benefits of building these relationships is when people are excited about the brand, they share their excitement with friends and followers. Look again at the successful companies in social media. They have photos taken by customers smiling with the product and then posted on Facebook to share. You can't ask for better free advertising, especially when you consider that picture not only shows up on your Facebook page, but also their wall. Every one of their friends and followers can see that photo, your product, and that smile. Social media gives you the opportunity to share the personalities behind your company and give customers positive interactions that result in feeling more connected to you.

Use social media to talk directly to customers when things are going right and you might also get valuable feedback. People are pretty fearless on social networks and will come right out and suggest features they’d like to see. This is a great opportunity to ask your customers what they want. Plus, when someone suggests an idea that later becomes implemented, you have validated them on a personal level, which will make them feel more connected to your company. Before you know it you will be creating life-long customers.

Businesses are continuing to find ways to use social media to their advantage. There is still room to grow, but if you wait to begin these online connections, you may be forfeiting your social media success to your competition. It’s well worth taking the time to at least set up accounts for Twitter and Facebook, and have someone check on both daily. Only 5-10 minutes a day can make a difference, and allow you to catch any issues that arise. This way you are prepared when a customer has an issue and takes to a social network instead of giving you a call. Even better, once you get the hang of it and can spend more time interacting with people, is is possible to use social media to build your brand awareness and generate more sales. These are tools that are available for you to take advantage of in order to provide the ultimate in customer service. Use them and you will not only make your customers happy, but also build brand awareness that can positively impact your business.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Customizing the Mojo Helpdesk Customer Portal Home Page

One of the great features of Mojo Helpdesk is the ability to customize the Customer Portal home page. When you first visit the page, you'll notice several areas mentioning Mojo Helpdesk. Whether you want to go all out and change the body text with HTML formatted content, or just insert your logo and change the corporate name, you can easily replace these areas with a few clicks of the mouse and a little bit of text.

We highly recommend you make these changes so your customers know they are working with you to fix whatever issue or question they have. The changes may seem small, but the end result will be a much more professional customer portal. Check out our video and learn how to make these changes so you can personalize Mojo Helpdesk. We think you'll love the end result.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Using Google Chrome to Quickly Search Mojo Helpdesk Tickets

If you are using Google Chrome as your browser you have most likely enjoyed the fact that you can type both URLs and search terms into the address bar. It’s an incredibly efficient feature of Chrome and one of my favorites. It also opens up another great feature: custom search shortcuts.

If you right-click in the address bar and select Edit Search Engines, a list of search engines will appear. Scroll to the bottom of the page and you’ll see three blanks where you can add your own to the list. One of the nice applications of this is you can set it up to instantly search your Mojo Helpdesk tickets from your browser’s address bar. Simply enter “Mojo Helpdesk” in the first blank, the letter “m” (this is the keyword Chrome will look for to start this shortcut-you can make it whatever you want) in the second blank, and then tab to the last blank to enter this URL: https://daskeyboard.mojohelpdesk.com/search/results?query=%s&p=10 (replace daskeyboard with your company). Click anywhere on the page to save the shortcut. Now Ctrl+L (Command+L on Macs) to move your cursor to the address bar and type “m support”. As soon as you enter the m and hit the space bar, you should see the browser has recognized you are searching your Mojo Helpdesk. After hitting return, the search page for your Mojo Helpdesk should immediately pop up. It’s that simple!

What’s even better is you can set this up for any site that includes search. To configure the url, simply run a search on the site you want to add and then look at the resulting search URL. For the Mojo Helpdesk example above, I conducted a search for MOJO and the URL I got back was: https://daskeyboard.mojohelpdesk.com/search/results?query=MOJO&p=10. I then replaced the search words MOJO with %S and to create the URL for the final blank in the set up.

Another example, I am a big fan of eBay and want to set up a search shortcut. I enter:
ebay.com (first blank)
e (second blank)
http://shop.ebay.com/i.html?_from=R40&_trksid=p5197.m570.l1313&_nkw=%s&_sacat=See-All-Categories (third blank)

Again, this can be used with any searchable site, so the possibilities are endless.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Tips For Exceptional Customer Support: Creating a Customer Service Culture

With so much competition out there, it’s important for companies to stand out by providing superior customer service. After all, if you have been shopping with a company for years and they constantly show customer appreciation, quickly resolve issues, and make purchasing easy, why would you go anywhere else? People want to feel appreciated by the brands and companies they frequent. It’s not enough to have a customer support staff and expect them to handle all issues. It is important to make customer service the heart of the company. This means you have to develop a customer service culture where even management appreciates the importance of great customer support, develops metrics, empowers their employees, and makes plans for providing superior customer service.

1. Metrics
One of the first things you can do to help develop a strong customer service culture is to measure customer satisfaction. This type of metric will help you see issues that are undermining your company’s success. Whether it’s call times that are driving your customers away or maybe a person in your company is presenting a negative image with every single person they encounter. Gathering feedback from customers is the only way to learn about this. It can also result in really great ideas as sometimes a person from outside your organization can see flaws that are hard to see from within. When you survey a customer about their experience with customer support you are letting them know they matter and you care about their experience.

2. Set Your Expectations, Make a Plan
Don’t forget that employees are only as good as the expectations you put on them. If you don’t make customer service a priority, your employees won’t either. You need to develop a support plan including the type of customer support you expect. Over and over I hear about one company and how they encourage customers to call them about anything. This attitude is reflected in the fact that they don’t require their support staff to work with scripts, quotas, or time limits. Not measuring call times is relatively unheard of in customer service as it is one of the main statistics companies use to determine success. Yet, it works for this company because they not only set high expectations for their customer service team, but they also enable them to do what it takes to make the customer happy instead of punishing them for taking the time to solve the problem.

3. Empower Your Employees
Whether you set up a system for employee feedback and ideas, or create a regular meeting where you ask employees how they would improve things or what changes they advise, this one area can impact employee happiness and success. Not only will it make your employees feel valued, but it will also put them in the mindset of coming up with solutions to problems as they arise and bringing the solutions to you.

Empowering your employees also means giving them the authority to make decisions to keep the customer happy. If a customer contacts you with a problem, they don’t want to be told the person on the line can’t help them. They want an immediate, positive solution, and if your employees can’t give it to them, they will go elsewhere with their business. Sometimes the easiest solution is a small incentive. It doesn’t have to be big, maybe a free month of service, or a shipping upgrade. Yet, these small incentives can make a big difference in customer satisfaction.

4. Admit Your Mistakes
Don’t forget to allow customer support to admit when mistakes are made. Think about how a company who’s customer service staff refused to admit wrongdoing during a service issue would make you feel. Not so good, right? Sometimes just admitting you are wrong is the best thing you can do to retain an unhappy customer. It’s validation that they did have a negative experience and you not only recognize it but you are prepared to deal with it.

5. Hire People Who Fit Your Culture and Train Them on Your Culture
Don’t forget your culture when bringing aboard new people. It only takes one person to sink a ship, and from hiring to training, you have a chance to shape the future of your company. Take the time to think if a person is going to fit with your company culture. Then, once hired, train them not only on how to do their job, but also on your company’s history, core values, and customer service culture. This keeps everyone focused on the same goals, allows you to set expectations, and helps new employees decide if the job is a fit or not. The last thing anyone wants is an unhappy employee. It’s truly a disaster waiting to happen.

Take a look at your company culture and think about what you can do to make it more customer service focused. It might not be much more than meeting with support staff to discuss issues and possible solutions, but even these small steps can have a large impact on keeping customers happy and, in the end, more loyal to your company.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More

Mojo Helpdesk Customizations - Adding A Customer Support Form To Your Website

We know many of you are looking for ways to customize Mojo Helpdesk. Whether you want to brand the home page of your customer portal, create customized email templates, or set up some automations to make things run more smoothly, we’ve got you covered. We’ll be posting tutorials and even some videos on the blog to show you how to make Mojo Helpdesk your own. If you have any topic suggestions, please feel free to post them in the comments section.

To start things off, we thought we’d show you how to add a Customer Support Form to your website quickly and easily with Mojo Helpdesk. There are several areas you can customize from the color of the help tab, to the title and description of the form. Best of all, once placed on your site, the form will automatically generate a ticket when someone submits the form and put it into the queue you specify. It’s a fairly simple process, just make certain you have access to your website code as you’ll need to edit the web page where you want to add the form. Watch the video below to learn more about how to add this feature to your site.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

Read More