Tip of the Week: Sending Text Notifications of New or Newly Assigned Tickets

Did you know that it is possible to send someone a text message from an email? Basically, every cell phone number can be sent an email that will be converted to a text if you know the correct email address to send it to. If this is news to you, check out this list of email addresses that can be used to send text messages to phones. Just replace "number" with the 10 digit phone number you want to text.

Using this information, it is possible to create an automation that will send a text message when a new ticket is created or when a ticket is assigned to someone. Go to the Automations link from the manage menu at the top of the page and click the new button to create a new automation. Give your automation a title and description, then set the filters. If you want a text every time a new ticket is created, click the button next to selected statuses and choose new for the status. If you would rather, you can apply this to newly assigned tickets by choosing assigned from the selected statuses menu.

Go to the actions section and click the box next to Send an email. Enter the email address for the cell number you want to receive the text in the To blank of the email form. Enter a subject and text for the body of the email, but make sure you keep it as short as possible since most text messages are limited to no more than 160 characters.  Click create and activate and you are ready to start receiving text notifications of new or newly assigned tickets.

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Tip of the Week: How to Multi-Select from the Automation Drop-Down Filters

This week's tip is a simple one, but can save time and frustration if you are unsure how to do this. Often, when creating an automation, there is a need to include more than one company, priority, status, or queue in the filters. There are a couple of ways to do this, depending on what type of computer you are on. No matter what type of computer you are using, if you want to select several files grouped together, click the first item you want included, and then hold down the shift key and click the the last item in the group. This will select all items in between.

If, however, you want to select random items in a list that are not grouped together and you are using a Windows machine, you will need to select the first item, hold down the ctrl key. While holding down the control key, select the other items you wish to include. On an Apple computer, you will need to hold down the command key while selecting non-consecutive items in the list.

It is also possible to use both of the techniques to select grouped and non-grouped items in the same list, which can make creating automations much easier.

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Tip of the Week - Creating SLAs to Track Customer Satisfaction

Service Level Agreements help organizations measure response time and customer satisfaction. Defining SLA targets is a simple feature to set up in Mojo Helpdesk and can help you set goals and track your support team’s success.

To set up SLA’s in Mojo Helpdesk click the SLA link from the Manage drop down menu. Click the new button and then fill out the information for your SLA target. Each SLA can measure either response time or customer satisfaction. Determine the goal for your SLA and the compliance conditions for the SLA. The goal will be the percentage of tickets that meet the Compliance Conditions you determine.

You can then filter the tickets by type, specific companies, selected technicians and queues, before saving the SLA target. This can be useful if a company requires you to reach a certain SLA level when providing support and you want to create an SLA specifically for them.

Now that you’ve created your SLA, you’ll want to run periodic reports to track your team. Click the run reports button on the SLA targets page, select the time period and type of report to run and Mojo Helpdesk will generate a chart along with the current stats for your SLA. These are great for setting up incentives for your support team to increase their stats.

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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.

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Tip of the Week: Using the Mojo Widgets to Track Customer Satisfaction

The Mojo Number can be very helpful in identifying the team members that are providing superior customer service and the ones that need a bit more mentoring. For support representatives, it provides feedback on their performance.

To make it easier to monitor your Mojo rating, there are 2 different widgets that either place your Mojo Number on your Google Personalized Homepage or your desktop.

Google Gadget
The Google Gadget allows staff to place their own Mojo rating on their Google Personalized Homepage. Helpdesk owners can add multiple instances of the gadget to their Google Homepage and use it to monitor their team's satisfaction ratings.

To add the gadget to your Google Personalized Homepage:

1. Click the My Mojo star to go to the My Mojo page.
2. Click the "Add to Google" button on the left side of the page.
3. Then, click the blue "Add Mojo Helpdesk to iGoogle" button, which will take you to your iGoogle page with the Mojo Helpdesk gadget added to it.
4. You'll need to enter your Access Key to connect the widget to your helpdesk account. This can be found on your profile page at the very bottom.
5. Once added, your Mojo Number will be viewable from your iGoogle page.

Yahoo Widget

Install the Yahoo Widget if you would prefer to display your Mojo Number on your desktop.

1. Go to http://widgets.yahoo.com/download/ to download the Yahoo Widget Engine. 
2. Then download the Mojo Helpdesk Widget from Yahoo here: http://widgets.yahoo.com/gallery/view.php?widget=40068. 
3. Once downloaded, you will need to configure the widget. First enter the URL used to access your helpdesk in the "Domain" field. For example, if you access your helpdesk by visiting: http://my-support.mojohelpdesk.com, that is what you would enter. 
4. Enter your access key found in your Mojo Helpdesk user profile into the Access Key field. 
5. Now you can view your Mojo Number on your desktop.

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Tip of the Week: Bypass the Google/Yahoo Sign-On By Adding a Login to Your Portal Homepage

We made it easy for users to login to Mojo Helpdesk by providing single sign-on through Google and Yahoo. For many companies this is a welcomed feature. However, some companies prefer avoiding this as it requires users to login with their Gmail or Yahoo account.  We have a solution for anyone wanting to avoid the Google/Yahoo sign-on. By placing a login form on the homepage of the customer portal, you can encourage your staff to avoid using the single sign-on when logging into the helpdesk.

To add this feature to your customer portal, you will need owner/admin access to your helpdesk. Select All Settings from the Manage menu and then click Configure Mojo Helpdesk from the Helpdesk Owner/Admins column. Then, from the Helpdesk Settings page, click the change button. We are going to be editing the Portal Home, which can be found in the Customer Portal Customization section, by adding some code that will insert the login form. Take some time to look at your portal home page and decide where you want the form to be. For this example, we're going to put it at the top of the page so it's the first thing people see.

Insert the following bit of code into the Portal Home section, replacing the two mentions of yoursiteaddress (text in red) with the site address for your help desk. If you have a custom domain,  you'll need to replace the entire url  with your custom domain. For example, in this situation, Metadot has a custom domain, so we used: https://support.metadot.com/login for the form action and https://support.metadot.com for the input value.

<div class="box_content_default square_box_message box_padding_10" width="100%">
<form action="https://yoursiteaddress.mojohelpdesk.com/login" id="login_form" method="post">
<table border="0">
       <input id="account_site_address" name="account[site_address]" value="yoursiteaddress" type="hidden">
<tbody><tr>
<th nowrap align="right"><label for="login_email_address">Email Address:</label></th>
<td align="left"><input id="user_email" name="user[email]" size="30" type="text"></td>
</tr>
<tr>
<th align="right"><label for="login_password">Password:</label></th>
<td align="left"><input id="user_password" name="user[password]" size="30" type="password"></td>
</tr>
<tr>
<th align="left">&nbsp;</th>
<td align="left"><input id="remember_me_enabled" name="remember_me[enabled]" value="1" type="checkbox"><input name="remember_me[enabled]" type="hidden"><label for="remember_me_enabled">remember me on this computer</label></td>
</tr>
<tr>
<th align="right">&nbsp;</th>
<td class="controls">
 <input alt="For your security, we use encryption to protect your password." class="button" name="commit" title="For your security, we use encryption to protect your password." value="login securely" type="submit">
 <a href="/login/request_password">I forgot my password</a>
</td>
</tr>
</tbody></table>
</form>
</div>

Once you have the code personalized and placed in the Portal Home section, click save to push the changes live. You're portal home will now look like this:

Now you can encourage your people to login through this form and avoid the Google/Yahoo single sign-on.

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Tip of the Week: Don't Forget Daily Backups

Accidents can happen to your data. The key is to be prepared so that if they do occur, it’s easy to undo the damage. Although Mojo Helpdesk provides caution messages where and when mass deletion is about to occur, it is still likely that someone in a hurry might not heed the warning. We wouldn’t want to see Mojo customers accidentally delete a mass of users and all the tickets associated with those users. Recovering from a mistake of this magnitude could be expensive and time consuming, so it’s best to be pro-active and take advantage of the easy export function Mojo Helpdesk offers.

We highly recommend all help desks utilize daily exports to protect their data. It's simple and something that should be added to your daily tasks. To backup your tickets, go to the all settings link at the top of the page.

In order to export the data you'll need at least manager level access to your help desk. From the settings page, select the Export link in the Managers column. You have the option to export all of your helpdesk users, and all the tickets or events by date range.

We recommend you backup everything, but at the least backup your users and tickets. In both cases, once you click the button, you'll be emailed the data you requested. We suggest you keep a file in your email of this data and empty it out monthly. It only takes a minute to do and you'll be grateful you did if you ever have an accident that results in data loss.

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Tip of the Week: Creating Custom Fields for Your Ticket Form

If you haven’t done so already, creating custom fields for your ticket form in Mojo Helpdesk is a simple and effective way to improve efficiency by requesting exactly the information needed when a customer contacts you about an issue. It can also be used to make your help desk work for your specific needs if you are using your helpdesk for less traditional uses, like tracking internal projects and project requirements.

To edit your ticket form, go to manage and select Ticket Form from the drop-down menu.

When you reach the Ticket Form page, you will see a list of fields already created. Several of these are marked as ‘system’ in the type column, meaning they are required and cannot be deleted. You can edit the label that submitters see if you would prefer something different. Simply click the edit link in the Actions column and you can edit the label, whether the end-user can see it and/or edit it, if the field is required for submission, a default value for the field, and a help message if you need to explain what is needed in the field.

To create a new field for your form, click the new ticket field button.
The first value to set is the type of field you want. There are six options to choose from:

• One line text
• Multi-line text
• Drop-down list
• Numeric
• Decimal
• Checkbox

Depending on the kind of response you expect from customers, pick the proper field type for your form. Click the next button to create the name and options for the custom field. One setting to be careful with is the system name, which is used in the data tables for pulling data or generating reports. If you aren’t certain on what system name to use, click generate to have Mojo create one for you. When you are finished, click the create custom field button to save your field and add it to the list of ticket fields.

You’ll return to the list of ticket fields where you can reorder the form fields if you want from the reorder form fields link above the chart. You can also disable any fields you don’t want by clicking the disable link in the Actions column.

Simple as that, you’ve improved your ticket form so customers will provide exactly the information you need to help them fast.

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Tip of the Week: The Mojo Number

Mojo Helpdesk makes it easy to keep track of customer satisfaction by collecting satisfaction ratings based on a 5-star system called the Mojo Number.  When a user closes a ticket, they have the opportunity to provide feedback on the service they received. The feedback options range from "unsatisfied" to "great job."






Mojo assigns a rating of 1 to 5 stars based upon the feedback.  Each star counts for 20 points, meaning feedback of "great job" would result in 100 points, whereas feedback of "unsatisfied" would equal 20 points. The Mojo Number takes an average of your last 30 tickets to calculate a staff member's or a queue's user satisfaction rating. This rating is displayed on your helpdesk as My Mojo.

Both customer service representatives and helpdesk owners will find the Mojo Number helpful in improving customer satisfaction. Representatives can use the number to keep an eye on their customer feedback and work to increase it. Owners can keep an eye on their staff's ratings and determine which queues or team members need some help to improve ratings and which are going above and beyond for the customers. Managers can use the number to set goals for staff and even competitions to see who can rank the highest.

The Mojo Number helps ensure every customer leaves satisfied and happy with the support your company provides.

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Tip of the Week: Auto-Assigning Tickets

This week we want to show you how to create an automation that will automatically route new tickets to specific agents. This is perfect if you have specific customer service representatives that handle tickets submitted by particular companies.  It takes a step out of manually assigning tickets to the correct person, resulting in a faster response from the right person, something everyone appreciates.

You can find the Automations link in the drop-down manage menu at the top of the helpdesk.

Click the ‘new’ button next to the Automations header to begin creating your custom automation.

You’ll need to title the automation and add a description. This will be useful if you ever need to return to the automation to make changes.

In the Filters section, choose the ‘selected companies’ button next to the ‘Company’ filter.  Then select the company who’s tickets you want to auto-assign. To select multiple companies, hold ctrl or command and select each company with your mouse.

In the Actions section, choose the representative all tickets will be auto-assigned to. One of the nice benefits of creating this automation is if you ever need to change who the tickets are routed to, you just make the change here and it is done.

Make sure to check the box to run the automation only once per ticket and if you want it to only apply to new tickets, check the box below.

Click Create and Activate and your automation is done. In less than 5 minutes you’ve created an automation that will save time and ensure your customers are being helped by the appropriate staff.

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Tip of the Week - Advanced Search Tips

Searching for tickets can be tricky if you don’t have much information on the specific ticket and hundreds of tickets to dig through. There are some search tricks that can help you refine your search, making it easier to find exactly what you need. While it’s simple to suggest you use the Advanced Search option on your help desk, by knowing exactly what to type in the search field, you can save yourself a little time.

Wild Card Search

Example of Wild Card Search

Using * at the end of a word is very useful if you are unsure of exactly how it is used in the ticket. For example, help* would result in matches like helps, helped, helping as it tells the search to look for any word that begins with help. This is perfect when you remember the submitter’s first name only. A simple search for Erin* will pull up all customers whose names begin with Erin. This can also be used with ticket numbers if you don’t remember the full number. Type the first few numbers and enter * to find the correct ticket with ease.

If you can’t remember whether that submitter is Tony or Toni, simply search for Ton?. The question mark indicates the character is a wild card. It will bring back Tony, Toni, and any other word that begins with Ton.

Avoid using a wild character at the beginning of the query will result in the search having to look through every term in that field, which can be very time-consuming.

Phrase Queries
If you have a string of words, put quotes around them to find only tickets with that exact phrase. Entering "service emergency" into the search field will pull up only tickets with those words in that order.

Field Queries
If you are looking for any reference to emergency in the title field, you’d enter title: emergency. This is a powerful way to refine your search as there are several fields you can specify. You can also search for a phrase in a specific field by combining a field query with a phrase query, the resulting search would look like this: title:”service emergency”. If you are ever curious about what a specific field would be, check the Mojo wiki for a list of field queries. If you use this to search for a custom field, you’ll need to know the custom field value. For instance, location: Boston or searching for just Boston will bring up custom field results.

Saving Searches

If you find that you are searching for the same things over and over, simply use the advance search filter to create and save the search. You will then be able to access your saved searches from the drop down list on every page.

Saved searches can be found in the Saved searches menu

The possibilities are practically endless in how you can refine your search using these suggestions. Try a few out and see how they make it easier and quicker to find the exact ticket you are looking for.

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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.

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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.

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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.

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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.

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