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Monday, 25 November 2013

Finding Your WHY: How to Do Your Best Work in the New Year | Guest Post by Jeff Sanders

Posted on 08:59 by Unknown
Every new year is a great opportunity to start over. You don’t have to complete a total reinvention, but there is an unspoken rule that you can become someone new every January 1st. 

Photo Credit: williamcho via CompFight.com cc

One of the best ways to reinvent yourself is to drastically alter the quality of your work because what you do for a living greatly determines your future success and your short-term satisfaction.

Whether you’re an entrepreneur or an employee, manager of a large division or a stay-at-home mom, you can always do better work.

What Does it Take?

Doing your best work simply requires one thing and one thing only: a very strong WHY. Simon Sinek talks about this concept in his popular TED Talk.

A strong WHY is a powerful motivating factor or a reason to get out of bed in the morning that doesn’t require discipline because it’s so important to you that you couldn’t imagine doing anything else.

Authentic or Artificial?

Trying to manufacture an artificial motivating factor can be incredibly difficult and it’s unbelievably frustrating. You know that feeling when you’re trying to lose a few pounds because someone else thinks you’re overweight? It’s just not real to you. It’s an artificial goal.

An authentic WHY is an ingrained sense of purpose. For many people, doing great work requires them to think outside themselves, to dig deep and push harder because someone else’s well-being is on the line.

Parents are driven to help their children because they love them unconditionally. CEOs are motivated to grow their company because their job is almost always at risk. Artists are inspired to create better work out of a need to share their talents with the world. Pastors serve their communities out of desire to live out their higher calling.

The Magic Switch

It’s incredibly powerful to watch someone discover their WHY because it’s as though a magic switch has flipped inside them and they transform into a highly ambitious individual.

When you begin to connect with your WHY you naturally gravitate towards working harder and producing better work than you ever have before.

What is even more fascinating is that the extra effort doesn’t feel more difficult – it just feels natural. It’s as though you were meant to be doing the work all along.

How to Find Your WHY

If you don’t already have a strong sense about what your WHY might be, it won’t take long to figure it out.

Try this exercise: get out a piece of paper and start writing. Don’t stop for at least 20 minutes. Write down every idea you have about anything that you have been passionate about in the past, anything you love doing today, and anything you would love to do in the future.

The goal here is to let your thoughts fly free. Don’t hold yourself back. Brainstorm. Think. Make connections.

As you write you will start to see patterns. You will notice topics, career paths, and passions that dominate the conversation in your head. These are strong clues as to what you need to be doing.

There may not be a specific and perfect answer at first, so try the exercise multiple times over a few weeks. The patterns will get stronger and the evidence will mount up. Your confidence will improve and you will then know what needs to happen next.

This process is not magic – it’s just a simple exercise to dig out the truth about you that is already in your head.

Productivity Explosion

I did this exercise a few years ago and I was amazed the results. Finding my WHY resulted in me doing not only better work, but more work too. I am more productive now than ever before and it doesn’t stop.

I can continue at a rapid pace for hours at a time, days in a row, and weeks on end because I feel connected with my work. I am able to produce more work AND better work because I am intrinsically motivated, not disciplined to outwork my old self.

Make the New Year Your Best Yet

Your new year can start whenever you want. You don’t have to wait until January 1st to do this exercise and begin discovering your best work. I encourage you to start now.

Do the exercise today and begin producing better work tomorrow. It really is that simple.

Jeff Sanders hosts The 5 AM Miracle Podcast where he talks about productivity, personal growth, powerful habits, and energetic health. He also blogs about these topics and more at JeffSanders.com.
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Thursday, 21 November 2013

Ways to Build Your Own Awesome Office Culture

Posted on 13:42 by Unknown
Mojo Helpdesk customers come from all types of organizations. We work with schools, law firms, churches, IT consultants and a mix of other companies from all over the world. Our mission with each user is the same: to make professional lives easier and more efficient through effective ticketing and task management software.

Here’s what we’ve noticed after working with such a wide range of stakeholders: whether you’re a startup consulting firm or an institution founded a century ago, company culture shapes the way both management and employees feel about coming to work every day.

And as a busy team, there may not be time for anyone to create a fully fledged employee engagement program. So, we recommend building your own awesome culture, starting with the five ideas below:

1. Allow People To Be Themselves

No matter your industry, personalities will vary across a team. Some people will be talkative and energized, while others prefer to work alone in silence. At Mojo Helpdesk, we’ve found that it’s best to let people be themselves. Don’t force what’s not meant to be and embrace differences.

2. Stay Casual 

Mojo Helpdesk is based in sunny, Austin, TX, where the style is casual year-round. So we definitely encourage companies and organizations to dress comfortably for their workday. If you’re not meeting with clients or attending more formal meetings, dressing in jeans keeps the environment laid back and the productivity high.

3. Treat Your Team Like A Customer

In the book Leading with Service: 30 Empowering Tips for Turning Customers into Advocates, Nathan R. Mitchell encourages companies to treat their employees like customers. By asking “would you treat your customer like that?” you can eliminate conflict and get more done.

4. Let Flexibility Reign 

Research from the Society for Human Resource Management shows that 55% of employees would like a flexible work environment so that they can better manage their work/life balance. Flexible start times (for example: 7:30am-9am) and allowing employees to bring their children in the office when needed are just two ways an organization can better serve its employees.

5. Have An Office Dog 

Cookie, the Mojo Helpdesk Office Mascot, keeps spirits high as she bounds through our office and greets us with a happy grin each day. That’s why we couldn’t finish off this list without recommending that all offices keep a dog “on staff.” Dogs are known to decrease stress, and who couldn’t have a great day while looking at this sweet face?



Now we want to hear from you. How do you create an awesome culture in your own office? Tweet us @mojohelpdesk or leave a comment below.
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Posted in office, office culture, work, workday | No comments

Tuesday, 12 November 2013

Mojo Helpdesk Support Portal Design Contest: Winners Announced

Posted on 08:42 by Unknown
Thank you to all who entered in our Support Portal Design Contest! We received entries from an awesome range of organizations from all across the country. Our users are taking advantage of our redesigned portal features such as a custom background and knowledge base.

Check out our winners below:


Grand Prize: MediaSpark





We loved the tagline "There is a 90% chance that your question is answered below…" and it had a strong theme. They also integrated the Knowledge Base, which was great. Mathew Georghiou received a full Das Keyboard Prize pack, include an awesome keyboard.


This theme has a good incorporation of their logo in the news column area, as well as a relaxing cloud theme. Michael San Filippo received a $50 Amazon gift card for this submission.


2nd Place: Essilor Lab Sales Operations





We liked that the Essilor Ops page incorporated a video and a knowledge base while also featuring one of our custom themes. Dennis Caunce won an office pizza party for sending this in.


3rd Place: Institute of International Education





Relaxing clouds and a incorporating a logo earned Institute of International Education 3rd place.


Thanks to all who submitted to our contest this time around! Want to customize your own portal? Follow these tips:


Login to Mojo Helpdesk , click manage >> 'support portal' >>'design'. From there, simply choose a theme, pick your colors, click save, and voila... your help center will look amazing.


There's no coding or HTML knowledge necessary, although HTML is supported if you want to get real fancy.


How can I try Mojo?


Get a free 30 day trial by signing up at the Mojo Helpdesk home page.
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Posted in contests, Mojo Helpdesk, support portal design contest | No comments

Tuesday, 5 November 2013

10 Songs That Fuel Productivity at Work

Posted on 08:00 by Unknown
Do you need to listen to music in order to function at work? At Mojo Helpdesk, we’re huge fans of  “plugging in” while diving into a big project or finishing a task.

Here’s ten songs and artists that keep us energized and efficient all day long:

For the jukebox hero:

Don’t Stop Me Now - Queen



Queen is an obvious favorite on several work playlists. Their hit Don’t Stop Me Now is the perfect jam to quell even the biggest pre-meeting jitters.

Rock You Like a Hurricane -  The Scorpions



Need some post-lunch motivation? Blare some Scorpions for an energetic jolt of inspiration. (No headbanging required.)

For the wannabe rap star:

Not Afraid - Eminem




Popular for his angst-filled hip hop hits, Eminem’s Not Afraid will make you want to get up and dance (focus on dancing your hands across the computer keyboard instead.)

Huslin’ - Rick Ross




The title says it all. Get some hustle in your step and blare this song before a big meeting (be sure to wear your headphones - this hit is NSFW.)

For the mellow-minded:

You Make My Dreams  - Hall & Oates




For a more peppy jam, consider this classic Hall & Oates hit to get through an early morning at the office.

September - Earth, Wind and Fire




For those needing a giant burst positivity burst, Earth, Wind and Fire’s 1978 hit is just the right amount of pep to fuel a coding binge or ticket-destroying mission.

For the easily distracted:

Mozart


Research from Stanford University shows that listening to Mozart can improve creativity and clarity, as well as reduce errors. We recommend starting with Mozart’s symphonies and then working towards his infamous, Requiem.

Vitamin String Quartet


Crave a classical edge, but need more of a familiar melody? Check out the Vitamin String Quartet for popular hits played on string instruments. Our song of choice is VSQ’s version of Daft Punk’s Get Lucky.

For the hipsters:

As a company based in Austin, Texas, we just couldn’t complete this list without including some local favorites:

Give Me the Beat - Ghostland Observatory



This Austin-based band combines electro, rock and funk beats that are perfect to dance or work to. Feel free to start a group dance-off in your office (camaraderie fuels great work, remember?)

Bastille - Pompeii





Austin is no stranger to some homegrown indie rock, which Pompeii provides in spades. We dare you not to type extra-fast to this song.

Now we want to hear from you. What songs would you add to our productivity list? Tweet us @mojohelpdesk or comment below.



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Posted in music, productivity, work, work environment, workday | No comments

Friday, 1 November 2013

Check Yourself: Five Habits that Destroy a Productive Workday

Posted on 09:24 by Unknown
Ditch these five habits to instantly increase your productivity. 

Do you work really hard but never seem to get much done? We feel your pain. Mojo Helpdesk is all about streamlining tasks and making it easier to see what work requests are in progress.

With that in mind, check out five habits that we’ve ditched in order to be more efficient and productive:

1. Keeping a cluttered office.

Clutter causes anxiety, so we recommend getting rid of it altogether. Keep the majority of your documents in one place or in the cloud. Your workspace should allow you to jump right into a project with no paper shuffling needed.

2. Multitasking nonstop.

Working with ticketing software requires a certain amount of multitasking ability in order to be effective. However, there’s a difference between being flexible and being unproductive. Make sure to allocate several chunks of time each day to just completing one set task or working on one specific project. 

3. Encouraging distractions.

Working in an open environment is common, especially if your organization encourages employee collaboration (like we do at Mojo Helpdesk!) But there are plenty of ways to both work closely and stay focused.

4. Writing lengthy to do lists (and never completing them).

If your to do list is unmanageable, you’re not writing it correctly. Trying to fit too many tasks into one day leads to mistakes and uncreative work. Focus on executing a set amount of projects, and be sure to leave enough time for troubleshooting.

5. Refusing to have fun at work.

Work is an inevitable part of life. But that doesn’t mean that it has to be monotonous torture. Find ways to fit some excitement in your day, either by listening to upbeat music while working or getting to know your coworkers. Never forget: Those who play together stay together.

Now we want to hear from you. What habits have you ditched in order to be more productive? Share with us on Twitter @mojohelpdesk or leave us a comment below.
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Posted in habits, productivity, Tips, work, workday | No comments

Thursday, 31 October 2013

How to Find Zombie Helpdesk Tickets

Posted on 07:32 by Unknown



















Are zombies for real?  I can't say for sure.

But I do know that zombie tickets certainly are real...VERY REAL.

What are zombie tickets? Zombie tickets are tickets that are nearly dead & soulless - they are carefully avoided and left untouched by your helpdesk agents. Specifically, they're tickets that haven't been commented or updated in the past 30 days, and they're just lifeless, sitting there with an 'open' status in your helpdesk, haunting you...UNTIL NOW.

Today I'm going to give you a way to find these zombie tickets and eradicate them. All you need to do is use our handy 'Saved Searches' feature.

To find your Zombie tickets:


Click Advanced Search >> Status: open >> Ticket last updated: before 30 days ago >> Search name: Zombie Tickets >> check Share this search? >> click save this search

When you're done, click the saved searches link to find your zombie tickets.

























Voila. With this saved search, Zombie tickets are forced to declare themselves in the daylight so you can take action to eradicate them (errr...OK solve them and close them) and give them the true death.

####

Happy Halloween from Mojo Helpdesk.
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Wednesday, 16 October 2013

Win Awesome Prizes in Our Support Portal Design Contest

Posted on 15:45 by Unknown
Check out the new Mojo  Helpdesk Help Center and then customize the design of your own support portal to win awesome prizes. 

We've redesigned our Mojo Helpdesk Help Center, now we want to see what you can do. That's why we're holding a contest for Mojo customers to see who has the best support portal design.

If you haven't already, today's a great day to start remodeling your support portal so you can win the contest.

CLICK HERE to enter the contest

Contest Details


The Mojo team will choose 3 prize winners based on the look & feel of their support portal and award bonus points for incorporating the knowledge base and news column features.

The last day to enter the contest is Friday, October 25th. Winners will be notified via email shortly after the deadline.

It takes less than 30 seconds to enter.

CLICK HERE to enter the contest

Prizes


Grand Prize: Das Keyboard prize pack which includes a Model S Professional Keyboard, the new Das Keyboard Space Pen, the Das Keyboard Messenger Bag, and the Das Keyboard Hackshield Wallet. (Retail value of ~$400)

2nd place: $75 Amazon gift card

3rd place: $50 Amazon gift card

CLICK HERE to enter the contest


FAQs


How do I customize my support portal?

Login to Mojo Helpdesk , click manage >> 'support portal' >>'design'.   From there, simply choose a theme, pick your colors, click save, and voila... your help center will look amazing.

There's no coding or HTML knowledge necessary, although HTML is supported if you want to get real fancy.

How can I try Mojo? 

Get a free 30 day trial by signing up at the Mojo Helpdesk home page.

###

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Posted in contest, customer portal, help center, support portal | No comments

Monday, 14 October 2013

How to Write the Perfect Knowledge Base Article

Posted on 08:23 by Unknown
Knowledge is Power
Knowledge is power.  (Photo Credit: Wu Disciples Blog)
Knowledge is power. I've heard that phrase thrown around a bunch. I'm sure it wasn't intended to be used by some guy writing a blog about knowledge base articles, but strangely it applies.

Since we've populated our Mojo knowledge base with tons of articles I feel more powerful. Every time a customer calls, if I can't solve the problem from memory, I instantly go to our knowledge base and do a quick search. More often than not, the right answer pops up, and I get to sound smart and most importantly, be helpful and solve the customer's problem immediately. That's power.

Our customers feel the power too. Instead of only having the option to call or create ticket and having to wait for us to reply, they can go straight to our knowledge base, type their issue in the search bar, and voila they'll get instant answers to their questions and troubleshooting tips. This gives our customers independence...and power.

Today's a great day to unleash this same power for yourself and your customers, so why not sit down and write some knowledge base articles? Here are a few quick tips to get you started:

1. Keep articles short. Articles should be short enough for users to quickly scan to see if the info they need is there. You don't want to overwhelm users with too much information in one article. Break up long articles into shorter articles.

2. Write in your customer’s terms. Try to avoid jargon and define any terms that your customers might not know offhand.

3. Use clear titles. Users search for KB articles when they want to accomplish a task or solve a problem. Vague titles make it hard to users to know if the task they need is covered. Be as specific as possible. Phrasing the title in the from of your customer's question can be a great approach.

4. Add keywords. Quite often keywords should be synonyms or abbreviations that your customers use to describe the same thing. If you are a Mojo Helpdesk customer, there is a special field where you can add keywords to articles to help users find them.

5. Start articles right after you solve a problem. It’s easier to remember all the details and nuances right after you have resolved a customer issue. Make sure to search your knowledge base before you write an article to make sure you are not creating a duplicate.

6. If you need help, try this simple template. A template makes it faster and easier to write articles. A template also ensures the look of your articles is consistent. For example, here is a markdown formatted template you can use to write basic knowledge base articles in Mojo Helpdesk.

First, create an article in your helpdesk:
click 'manage' >> 'Knowledge Base' >> '+new article' >> give it a 'Title' >> paste template in 'Article content' field >> set 'Publishing status' to unpublished >> click 'save'.
Now when you create an article you can copy-paste from this template.
**Answer:** Put the answer in your customer terms.

* Step 1
* Step 2
* Step 3
* Step 4... 
**Overview:** If necessary, add context, causes, links to other articles, alternative solutions, etc.
####
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Tuesday, 1 October 2013

UPDATE FIXED: Growing Pains & A Temporary Change in the way Tickets are Assigned

Posted on 14:28 by Unknown

UPDATE- We have added the functionality back to the unassigned ticket list. You are now able to assign tickets from this list as well as assign or delete in bulk. Thank you for your patience.


Mojo is growing. We handle more tickets per day than ever. Sometimes our service is overloaded and we work hard to scale up our resources. 

The good news is we made our application a lot faster. The performance issue is resolved. Displaying the unassigned ticket list is now blazing fast even for a help desk that has thousands of new tickets.  

However, in order to do this we had to make a compromise in functionality. We had to temporarily change the way unassigned tickets are presented. In addition, at this time you will not be able to perform 'bulk actions' (like assign or delete), but this is temporary.  We are working on adding the functionality back in the next few days.

Thank you for your continuous support.

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Friday, 27 September 2013

New Ticket Export Features: Export Filters and Recurring Exports

Posted on 08:14 by Unknown
Mojo Helpdesk is excited to announce new ticket filters and recurring exports inside our Export tickets feature.

To access the new Export features from your helpdesk, click manage >> click All Settings >> Managers column >> Export

Filter your ticket exports.

New ticket filters give you added precision in selecting the tickets that appear in your exports. Filter your ticket exports based on ticket submitter, ticket queue, ticket status, due date, and several other conditions. Have the export sent immediately or schedule a recurring export.

To set up an export with filters:

1. Click new ticket export
2. Add your filters
3. Click send now to send the export immediately to your email.

Mojo Helpdesk Export Ticket Filters



































Schedule a recurring export

To set up your first recurring export:

1. Click new ticket export
2. Add your filters.
3. Click schedule recurring.
4. Give the recurring export a title.
5. Set the frequency of the export.
6. Enter the emails of those who should receive the export.
7. Click save.

Mojo Helpdesk Recurring Ticket Export
























Each recurring export can then be sent immediately, paused, deactivated, or deleted from the Export dashboard.














#####
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Tuesday, 24 September 2013

The Value of Help Desk Software

Posted on 08:49 by Unknown
A graffiti artist's rendition of the word "value." (Photo credit: Rebirth Cycle)

If you're just starting to think about purchasing help desk software or just had it recommended to you by your company's IT manager, you might have a few questions:

-What problems does help desk software solve?

-What value does it add?

-Why do I need it?

When I started migrating from email-based support to help desk software, I had the same questions. Email systems like Gmail were free while help desk software can be very expensive so the ROI of help desk software would need to be very compelling in order to justify a switch.

Here's what I've learned about the ROI of help desk software over the past 11 months using it both as a website owner and a help desk staff member.

1. Makes you money.

- Businesses. Not having help desk software with a ticket tracking feature makes it more likely that you'll forget the occasional customer email or misplace a sticky note that documented a customer call. Over time these human errors add up to many lost customers. Conversely, one delighted customer who spreads the word about your company's fast customer support response times and expert service will make you money.

- Managers.  Good help desk software will help you get raises and promotions. If you have a help desk system in place that tracks customer support metrics and you can demonstrate constant improvement in customer satisfaction, then you've hit the first step of getting a raise which is showing measurable proof that you add value to the organization.

2. Saves you time.

-A good knowledge base incorporated into your help desk can reduce the number of support emails you receive by 50%.

-Ticket assignment features let you quickly delegate to topic experts rather than spending a lot of time mulling over a customer issue and trying to solve it yourself.

3. Reduces stress and improves morale.

- People who are organized are generally less stressed out. Being able to see everything that needs to get done in a single view makes you feel more in control.

- Clicking a 'ticket solved' button is magical. It offers reinforcement that you're getting stuff done and solving real problems for your customers. Some help desk software even offers a ticket rating system that can give you instant feedback on how fast and how well you solved the customer's problem.

4. Helps you make better decisions. 

- Document and track feedback requests and bug reports to decide which product developments to prioritize.

- View all the support tickets assignments to see who's busiest and determine which team member should be assigned the next customer support request.


5. Gives you more freedom. 

- Stop being chained to your desk by customer phone calls. Try taking your organizations phone number off the website and give users a place to search for answers to their questions and submit support tickets.

- Help desk software backs you up when you need to be out of the office. An online ticket form and email integration system can take all the notes for you and can even send automatic replies to your users.

6. Fosters creativity and strategic thinking

- The fewer things you have to actively keep track of, the more room you have in your brain to be creative.

- Let your help desk software track the tedious details and minutiae while you focus on the bigger picture.
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Wednesday, 18 September 2013

3 Signs Your Startup has Outgrown Gmail Support

Posted on 10:44 by Unknown
Help desk software versus Gmail Support
Has your startup outgrown Gmail as a customer support tool?

Startups are typically strapped for cash but still need a way to get feedback from users so they can improve their product and start gaining traction in the marketplace. That's why they typically start out using Gmail as their customer support tool.

They quickly set up a group email address, such as support@mydomain.com, and then have support emails automatically forward to their Gmail inboxes. When a support email comes in, someone on the team replies to the customer and BCC's the other employees. Voila, free customer support tool.

For a while, the Gmail method works great. And then one day the startup hits product-market fit, signups take off, and all hell breaks loose.

The startup team starts to lose track of who's replying to who. Two employees reply to the same email. Or worse, someone assumes that someone else is covering a support email and the customer's question goes unanswered.

At this point there's usually a mad dash to Stack Overflow or Hacker News to figure out a better solution.

To avoid a fire drill here are some warning signs that your startup might be outgrowing Gmail support.

1 - More than 2 people need to be BCC'd when you reply to a support email.


BCC-ing multiple employees on support emails quickly becomes repetitive and annoying. It also inhibits collaboration because BCC'd participants no longer receive messages in the thread when the customer replies.

With a helpdesk ticket system in place, everyone on the team receives a notification when a new support request is received. They can also track the progress of the ticket as notifications are sent when new comments are added.

This means the startup can bring more of the team into the process so they can at least see the incoming support requests to get an idea of user feedback - this would quickly get out of hand with a simple Gmail setup.

2 - Multiple people are replying to the same support email on accident. 


Usually startup employees share the load when it comes to providing customer support and as more support requests start rolling in, the more difficult it becomes to stay organized and not step on each other's toes.

If you find yourselves replying to the same customer emails and duplicating efforts, it's time to consider a help desk software.

With help desk software, a ticket comes in the system and is assigned to one person for resolution. That person is accountable for resolving the ticket and keeping the support team and customer informed of progress. This prevents duplication of effort and bystander effect, where all employees assume someone else is handling the support request and no one actually handles it.

3 - Hiring and firing is starting.


As your startup begins to have employees come and go, it becomes more important to have a centralized location to store all support requests and user feedback. The last thing you want is for an employee to leave the company and then someone has to sort through all their emails to see if they were in progress on a customer support request. Even worse, if someone deletes their old email account, then all the support emails and user feedback stored in their account will be lost.

Help desk software provides an online, centralized, single view of all requests so if an employee leaves the company, all of their tickets can quickly be reassigned to another employee for resolution.
###

If you're a startup or small business considering help desk software, then check out Mojo Helpdesk. It has built in ticket tracking and a self-service knowledge base. There's a free 30 day trial and a $24/month Plus plan that's perfect for startups.
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Tuesday, 10 September 2013

8 Quick Tips to Becoming a Successful Helpdesk Technician

Posted on 09:04 by Unknown
Helpdesk Wheel of Responses
The infamous IT Helpdesk Wheel of Responses (hat tip: reddit/ITdept)






















Starting a new helpdesk job soon? Congratulations. Here are some tips from the helpdesk experts on Reddit that can get you headed towards that first raise and promotion.

1. Document everything. Screenshots help. Managers and supervisors want to see what you've accomplished.

2. If you can't fix it immediately, ask for help. Your co-workers will understand that you're trying to learn so you don't have to ask next time. 

3. Learn Windows products like Office, Exchange, Active Directory, XP/Vista/7, Internet Explorer, etc. Familiarity with Google Apps is also becoming increasingly important.

4. Remember the 5 R's: Reboot, Reinstall, Replug/Reset, Reimage, Replace

5. Understand how share folders/network drives/network printers work in a domain environment. 

6. Become the helpdesk support person who's known for explaining clearly to users what is wrong, why they have an issue, and how to solve it. By just fixing their problem, you aren't teaching the user what happened and why it's happening. Show the user basic things they can do themselves before submitting a ticket. 

7. Reinforce the helpdesk ticketing system by prioritizing submitted tickets. Let users know that tickets submitted in your help desk ticketing system take priority over phone calls and office drive-by visits

8. Always follow up with help desk tickets, even after they are closed. It makes the end users happy and they'll remember the courtesy when responding to your performance review.

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Friday, 6 September 2013

UPDATE: FIXED: We Know It's Slow: Upgrades are in Progress

Posted on 11:52 by Unknown
Update Saturday, Sept 7: All systems go. Mojo Helpdesk has been upgraded. Everything is running smoothly. Thank you for your patience.

Mojo Helpdesk has been very slow the last few days. We understand the frustrations our users are experiencing. 

To fix the problem, we are upgrading our search engine. We are working as fast as possible and will have Mojo running smoothly by Tuesday, September 10th. 

During this upgrade, new tickets may be slow to appear in your helpdesk. 

Thanks for your patience. 
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Tuesday, 3 September 2013

New Feature: Restrict Users from Creating Tickets

Posted on 10:57 by Unknown
Mojo Helpdesk has added a new feature that lets organizations determine which users and help desk staff are able to create tickets. We've paired this with our group access feature so that some users can be permitted to read & comment on tickets but not be able to open or close tickets.

The default setting allows all users and help desk staff to create tickets. If you want to disable a user's ability to create tickets, here are the steps.

Turn off the ability for a user to create tickets:


Click manage >> click Users or Helpdesk staff from the drop-down menu >> find the person in the list >> click edit >> Deselect the check box for Can create tickets >> click save


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Wednesday, 28 August 2013

Two New Features: Reply All and Group Access Permissions

Posted on 15:45 by Unknown
We're happy to announce two new features have been added to Mojo today - reply all and group access permissions. Learn more below.

Reply All

Available when recipients have already been CC'd on a ticket, you can click the 'reply all' link to instantly add those same recipients back in the CC field so they get notified when you add a comment. 



















Group Access Permissions

Available from the 'manage' >> users view, you can now add a user to a 'Group' and then determine whether you want to give them 'Full' group access with permission to open, close, comment and rate tickets for that group or 'Comment only' access where users may only comment on tickets opened by others in the group. 

As a reminder, the 'Group Access' feature is intended to give group managers a view of all tickets created by users in their group. 



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Friday, 23 August 2013

How a Church Uses our Help Desk Ticket System

Posted on 15:10 by Unknown
One of the things we're most proud of is the versatility of Mojo Helpdesk. Businesses can use it to track internal employee requests or customer support requests. Schools can use it to receive and reply to requests from students and faculty. Mojo can also be used to requests in government agencies, non-profits, and churches.

Today we're sharing a story about a church that was kind enough to let us get a closer look into their operations.

We recently caught up with Matt, the IT Director for First Baptist Church Naples to learn more about how his organization uses Mojo Helpdesk.

Here is what Matt had to say.

ENTER MATT


Why does First Baptist Church Naples use Mojo? What kind of requests do you receive through Mojo each day?

First Baptist Church Naples uses Mojo Helpdesk for an internal ticket system for our church and academy. The system allows for issues to be submitted from all of our users via email or the Helpdesk Portal that plugs into our Google Apps domain.

Describe the results of using Mojo. 

Our Tickets can be set up to different Queues (Departments) automatically. So we have three areas that use this system (IT, AVL, and Operations). The initial ability for the ticket creator to assign the ticket to a queue saves us sorting the ticket upfront.

The layout of the Mojo dashboard screens are a more minimalist approach that saves us time on what we are looking at.

Having customizable reports that can be easily retrieved also saves time in viewing open tickets and statuses per department.

What advice do you have for others who might want to use Mojo for their church's requests? Any workflow or setup suggestions? Where do most of your requests come in from?

We use the tool internally. We are a church of about 4,500 on weekly attendance and we have a Pre-K-12 Academy.

Since a lot of teacher issues can be simultaneous outages, we recommend that our teachers submit emails to their primary offices and then the office assistants submit the ticket so we reduce duplicate tickets.

 All of our issues are either submitted to our support email address, which filters nicely to the system, or through the Mojo Helpdesk Google App Portal.

What's your favorite thing about Mojo?

Most of all, I like the clean layout, the Google Apps integration, and the Saved Searches.
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Posted in church help desk, Help desk software, help desk ticketing system | No comments

Friday, 16 August 2013

Why Help Desk Tickets Should Be Assigned to ONLY One Person

Posted on 08:09 by Unknown
Penguins experience first hand the effects of diffusion of responsibility






















Occasionally, our customers ask us to add a feature to our help desk software that allows multiple people to be assigned a help desk ticket. We always politely refuse.

It's not because we're stubborn or because we ignore user feedback. Quite the contrary, our development calendar is typically full of new features originally suggested by customers.

So why do we take such a firm stance here? Why does our software mandate that ONLY ONE PERSON be assigned a help desk ticket?

The answer is two-fold and is based partly on social psychology experiments and partly on our own workplace experience.

Let's first talk about the science.

Three *Scientific* Reasons Why Help Desk Tickets Should be Assigned to Only One Person


There are three interrelated social phenomenon that support our stance that help desk tickets should be assigned to only one person.

Bystander effect refers to instances when the presence of others (i.e. a group of bystanders) lessens the possibility that any individual in the group offers assistance. Research into bystander effect was prompted by news reports on the attack of Kitty Genovese in 1964.

Ms. Genovese was walking to the door of her NYC apartment when a man attacked her. News reports suggested that as many as 38 witnesses heard her cries but did nothing to help or call the authorities. These news reports prompted research by John Darley, Bibb Latané, and Judith Rodin who found scientific proof for bystander effect.

In one experiment, Latane and Rodin found that 70 percent of people offered assistance when they were the ONLY person asked to help, but when multiple people were asked to help, only 40 percent offered assistance.

  • Possible explanations for bystander effect:
    • ambiguity - people in group are unsure if their help is really needed.
    • competency concerns - people in group are unsure if they have the best skills to help when compared to others in group.
    • consequences - people in group are concerned about the risks associated with offering assistance poorly or inadequately.
  • How it relates to help desk tickets - if you assign multiple people to a ticket, it can lead to ambiguity (who is supposed to do what?) and competency concerns (should I let the other assignees handle this task because they have more expertise?).


Diffusion of responsibility is a concept that evolved from bystander effect and is based on research that suggests a person is less likely to take responsibility for a task when others are present. Diffusion of responsibility typically occurs because an individual assumes that others are responsible for completing the task or have already completed it.

  • Possible explanations for diffusion of responsibility:
    • See all explanations under bystander effect, plus...
    • anonymity - individuals do not feel individually accountable for the task when it is not assigned solely to them.
    • How it relates to help desk tickets - if you assign a ticket to multiple people, each individual's feeling of responsibility diminishes. They also feel that they won't be held individually accountable for completing the ticket since blame and/or praise will be dispersed among the group.

    Social loafing is a social phenomena where individuals working on a group task exert less effort than if they were working alone. The causes of social loafing are mostly tied to the feeling that an individual's effort will not matter to the group and will not be noticed. Social loafing is one of the main reasons why group work is often counter-productive.

    Social loafing was first discovered in 1913 by Max Ringelmann who conducted rope pulling experiments (tug-of-war contests), and found that individuals tended to exert less effort when pulling a rope as part of a group than did individuals pulling a rope alone. His results have been reproduced in more modern studies as well. 
    • Possible explanations for social loafing:
      • Sucker effect - no one wants to be the "sucker" who puts in all the effort while others in the group slack off, so everyone waits to see how much effort the others will put forth.
      • Contribution concerns - when there are multiple group members working on a project, individual group members may believe that they're contribution is insignificant to the outcome. 
      • How it relates to help desk tickets - if a complicated and time consuming ticket is assigned to a group, the assignees may all wait to see who is going take charge thus delaying progress on the ticket. Similarly if the group is large enough, the assignees may all assume that they can loaf on the ticket because so many people are assigned to the ticket that it HAS to get done because SOME OTHER "SUCKER" will surely work hard on it.  
        Beyond these psychological factors, we also considered our own workplace experiences both as managers and as customers / end users.

        The Manager Perspective

        Based on our own workplace experience, several problems can arise when a manager or supervisor assigns a ticket to multiple technicians.
        1. No single point-of-contact - If you assign a ticket to multiple people, then who do you call when there's a problem or you need a quick update? 
        2. Hurt feelings - Sometimes employees are offended when managers suggest they are not solely capable of completing a tacking. Other times managers can hurt someone's feelings if they assign a ticket to multiple people but then only communicate with a single point-of-contact.  Those who work on the ticket but do not communicate with the manager end up feeling overlooked and often accuse the manager of playing favorites or indulging in office politics.
        3. No direct accountability - Will the assignees try to blame each other if the ticket is managed poorly? Will they jostle to claim credit if the ticket is solved wonderfully?

        The End User / Customer Perspective 

        Customer's also suffer when tickets are assigned to multiple people. 

        While in theory, they may like the idea of an army of people working to solve their problems, in actuality, the quality of service they receive is likely to suffer (due to the social psychological factors discussed above) if their ticket isn't assigned to one person who's held ultimately responsible. 

        Beyond the quality of service they receive, they'll also experience similar frustrations as managers with regards to not knowing who their single point of contact is and who to hold accountable for solving their issue. 

        But what about team work and collaboration...?

        There's a misconception that assigning a ticket to one person prevents teamwork or collaboration. We believe in the power of team work and have built features into our software to enable collaboration.

        For example, when a manager assigns a ticket, he can CC any topic area experts who might be able to help the ticket owner. 

        CC topic experts on help desk tickets


        The help desk technician who is assigned can then use private comments on the ticket to request help from other help desk employees if needed.

        Add private comments to help desk ticket

        Further, we have a built-in queue system that can automatically send notifications to subject matter experts when a ticket arrives.

        Inherent in all of these features is that one person holds ultimate responsibility for the ticket and is empowered to reach out to topic area experts and request assistance as needed. 

        Wrap Up


        Our inclination as a software development company is to add every feature our users request because we want them to be the happiest customers on earth. We want them to have every option and every customization possible to make their lives easier. 

        But we must draw the occasional line in the sand and take a stance, lest our software become spineless, unwieldy, and undifferentiated. I hope this blog post has been helpful in showing one example of how me make decisions about some features in our app. 


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        Posted in bystander effect, diffusion of responsibility, help desk tickets | No comments
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