Mojo Helpdesk Has a New Look

We are proud to announce the release of our new streamlined Mojo Helpdesk website and logo. Our updated branding reflects our intuitive, efficient and user-friendly design. We have consolidated our pricing plans by removing our Free and Basic plans, and have packed more features into our Enterprise plans. Now customers can choose monthly invoicing as well as secure their subscription with a Purchase Order. Along with our new site, we have updated the Mojo Helpdesk UI by improving accessibility to account information in the Owner/Admin menu. The new Account Information section allows users to easily update their billing information, view or change plans, and view their billing statement. It also provides an easier way for customers to subscribe to a plan when their free trial period ends. 

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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.

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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.

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