New Feature: Restrict Users from Creating Tickets

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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Two New Features: Reply All and Group Access Permissions

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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Mojo Helpdesk to Release New Support Portal and Knowledge Base

Preview of the new Mojo Helpdesk support portal.

Updates: 

1. Added search filters to 'My group tickets' view in the support portal 
2. CC field has been added to the ticket form in the portal.
3. 'Reorder topics' feature has been added to knowledge base management. 

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Mojo Helpdesk is excited to announce our new support portal and knowledge base. 

Our design team has given the portal a makeover and added customization options that make it easy to match the look of the portal with the look of your site. 

With the searchable knowledge base you can publish articles & FAQs to the portal directly from the Mojo dashboard. Users can search the knowledge base to see if existing documentation answers their question before they submit a ticket.

You can see a full size screenshot of the new support portal here.

Key Features

• Modern and intuitive user interface makes portal visitors happy.
• Custom background & color options allow organizations to match the portal with the design of their website.
• Searchable knowledge base lets agents publish FAQs directly from Mojo dashboard so that customers can self-help.
• Mobile friendly design make it easy to view & submit tickets from cell phones & tablets.

What You Should Know

• The customer portal and knowledge base release is scheduled for the week of August 5th. We are working diligently to avoid service interruption, but some intermittent slowness and downtime may occur. Follow our Twitter page for updates. 
• All your existing portal text and ticket data will be migrated over to the new interface. No action is required. 
• Knowledge base is turned OFF by default for existing customers. Here is how you can turn it on and start creating articles: 
• Click 'manage' >> 'Support Portal'
• Select 'Portal Settings'
• Show Knowledge Base? >> Yes >> Save
• To publish your first knowledge base article:
• Step 1: Create a topic
• Click 'manage' >> 'Knowledge Base'
• Select 'Knowledge Base Topics'
• Click '+new topic'
• Input a Title >> Save
• Step 2: Create an article within the topic
• Select  'Articles'
• Click '+new article'
• Add a Title
• Leave 'Publishing' status set to 'published'
• Select a topic
• Add keywords and article content
• Click 'Save article'
• 'My Company Tickets' label has changed to 'My Group Tickets'

Other Important Notes and FAQs

• Can I continue to use the old portal interface? No, the new portal and knowledge base are being rolled out as permanent, global changes. Suggestions and feedback can be sent to support@support.metadot.com
• Where is my logo? Logos will not be migrated over as part of the release. To add your company's logo to the new portal:
• click manage > support portal >> Portal Settings
• Add an image URL for your logo in the Portal Main Content text area or the News Column Content text area.
• To insert HTML image of logo use the image HTML tag as follows <img src="url" alt="some_text" width ="Ypx" height = "Zpx"> . Of note, you'll need to host your image online somewhere like http://postimage.org/
• How do I change the order of the knowledge base topics and articles? Version 1.0 of the knowledge base supports a numeric ordering system. If you want your articles to appear in order, number them 1, 2, 3, etc. Before populating the knowledge base with all of your documentation, we recommend drafting an outline of your knowledge base so that you enter your topics and article in the order you wish them to appear on the portal page. 

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If you have any questions, comments, or feedback please send them to support@support.metadot.com.

Thanks,
The Mojo Team

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