New Feature: CC'ing from Mojo Helpdesk

We are happy to announce we recently upgraded Mojo Helpdesk's functionality. We wanted Mojo messaging to behave more like email, so when agents add a message or private message they are able to CC co-workers, supervisors or any others who need to stay in the loop. This means messages can be transferred to outside sources without having to register those users as staff in the helpdesk. Mojo will keep track of all communication on the ticket. 

Mojo Helpdesk handles responses on the ticket intuitively by marking outside messages as 'private' by default (that is, any message sent from someone other than the assignee or submitter). Alternatively, when the ticket submitter needs to be in on the communication, text can simply be copied to a non-private message by the agent.

Mojo Helpdesk is enthusiastic about our new communication feature. We hope you enjoy it, and look forward to our customer feedback.

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Mojo Helpdesk Features Update - 03/05/2012

This past Saturday we rolled out a couple of new features to improve the Mojo Helpdesk experience for both users and customers.

New Features:
1. Attachments are now allowed on tickets created by unregistered users.

Previously when tickets were submitted by unregistered users, any attachments were removed from the ticket. While this was in place as a security measure to protect helpdesks from storing very large or potentially dangerous files, we changed this so all account owners or admins have the option to decide whether or not they want to allow the helpdesk to store files from unregistered users.

The default setting is to not allow files from unregistered users. To change this, select All Settings from the manage menu, click the Configure Mojo Helpdesk link from the Owners/Admins column, and then click the change button. Find the Unregistered users section and check the box for yes next to to the question that asks if you want unregistered users "To attach files?". Check and make sure both fields for "Web initiated guests requests confirmation required?" and "Email initiated guests requests confirmation required?" are set to no. Click save to finalize your changes.

By configuring the settings for unregistered users, you are opting to allow tickets and attachments directly into the helpdesk without requiring any confirmation or verification of the user. This is helpful for help desks that tend to have submissions from users/customers they do not know and need attachments to aid in resolving issues. For example, if an organization has a "contact us" form on their website. The submission of this form creates a ticket in their Mojo Helpdesk and the form's details come through as an attachment. In this case the ticket is created by the person who fills out the form, but the details are attached to the ticket. Previously, this would not have been possible with Mojo.

2. Business Plan account holders will now have two new system fields that can be enabled on the ticket form: Scheduled Date and Due Date.

These fields can be made visible to helpdesk staff only or the end-users as well. The schedule date field is for a start date of the work or project, the due date is the final date for the project or work to be completed. Helpdesk agents will be able to set these dates and pull ticket lists based on them using the 'advanced search' filters. For example, using the advanced search filters, you can choose to see all tickets that are due between March 1, 2012 and April 31, 2012. The search will find all tickets due within those parameters. You can also search for tickets due last week that are still open by using the status "open" and selecting last weeks dates. It is also possible to perform a search with no set due date.

You will be able to sort ticket lists by these new fields. For example, in the "All Open Tickets" list, you can use the sorting option drop-down at the bottom of the list to arrange the tickets in order of scheduled on or due on dates.

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.

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Tip of the Week - Limit Ticket Submitters' Queue Access Rights

Did you know that you can control what queues ticket submitters can view? This can be very important when providing service internally as not all departments should have access to other departments' ticket queues. It can also be used to set up internal queues that need to remain invisible to individual customers and other companies.

To set this up, you'll need to first create companies for each department/company you service and edit users so they are associated with the company. Most companies will already have set this up when configuring their helpdesk space. In addition, Mojo Helpdesk comes with a company already created called Individuals that any individual ticket submitters are filtered into automatically.

Once you have your companies set up, go to the all settings link and select Queue Access Rights from the Managers column. You'll see a list of the companies you have set up with the queues they have access to. To set the queues available to each company, click the change link and check the boxes next to the queues you want them to be able to view. Click save and you are done.

Now users will only be able to submit tickets to the queues they have access to.

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.

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