Small Business Owners: Try the Mojo Helpdesk Form Widget

Have you tried the Mojo Helpdesk form widget?

The form widget places a small tab on your website that visitors can press to access a simple ticket submission form. It's perfect for organizations looking to add a 'Contact Us' or 'Get Support' button to their home page.

To use the form widget, select 'manage >>all settings' from the Mojo Helpdesk navigation menu, then look under the 'Owner/Admin' column and click the 'Form widget' link. The link will take you to a page where you can customize the tab and form. Follow the simple instructions to copy & paste the resulting code to your web page(s) and then site visitors can use the form to submit tickets to the queue of your choice.

Want to see an example? Visit the Das Keyboard support page and press the 'Get Support' button on the left side of the page. That's the Mojo Helpdesk form widget in action. See screenshot below.

Don't have a Mojo Helpdesk account? You can sign up for a free 30-day trial here.

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Important Update: Restricted Technician Role Available on the Business Plan

Business Plan subscribers now have the ability to restrict access rights for agents (also known as queue-based access rights). Previously the ability to set an agent as a restricted technician (RT) was available only on the Enterprise and Enterprise Plus plans.

The restricted technician role can be selected when creating or editing an agent record. Restricted technicians are only allowed to access tickets in their specified queues. It's most useful when tickets are assigned to outside vendors, or when certain tickets need to be kept confidential, or when tickets for different departments are managed by one helpdesk.

For more information on how to set up agents with restrictions, please visit our help page.

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New: Activity Reports Link To Tickets

Now there is an easy way to see a list of the tickets that have been created recently. Click on the numbers in the Activity Today table to reference the tickets that have been created or resolved during the specified time frame.

The Mojo Helpdesk Team

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New Feature: Users may CC 3rd Parties on New Tickets

All Mojo Helpdesk users can now copy someone when creating a new ticket. Previously, the CC field was only available on follow up messages. 

Also, we added the view of the cc'd users on the actual ticket, so the agent can see who was cc'd when the ticket was created. This way, an agent can include those recipients on any future correspondence.

Have a Merry Christmas.

The Mojo Helpdesk team 

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Happy Holidays from Mojo Helpdesk!

Winter Wonderland - Photo Credit Sister 72

From all of us here at Mojo Helpdesk, 

We'd like to wish you and your family Happy Holidays!

Sincerely, 

Daniel, Jill, Ryan, Jason and Mirko

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New Feature: Include Due Dates in Helpdesk Emails

Mojo Helpdesk has two updates to announce:

#1 Email templates can now be configured to automatically include the Start Date and Due Date for a ticket using our new due date variable {{ticket.due_on}} and scheduled date variable {{ticket.scheduled_on}}.

#2 Staff member messages and email comments will be visible to the ticket submitter on all tickets. The previous default setting made staff member messages from email private on all unassigned tickets.  Private comments can still be added anytime (as shown in the screenshot below).

If you have any questions about these updates, please send an email to mojohelpdesk@support.metadot.com.

Thanks,
The Mojo Helpdesk Team

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Get Notifications for New Tickets: Introducing the Mojo Helpdesk Desktop Notifier, a Google Chrome Browser Extension

We're excited to announce the release of Mojo Helpdesk Desktop Notifier, a Chrome extension available in the Chrome Webstore. Desktop Notifier makes ticket tracking more convenient by giving helpdesk staff a quick view of the number of tickets in their helpdesk and displaying incoming messages on the desktop. 

A browser action button is added to the user's Chrome explorer bar and features a badge counter for unassigned tickets and a click-activated pop-up display that includes up-to-date counts of open tickets, unassigned tickets, and tickets assigned to the user. 

In addition, subtle desktop notifications appear when there are new tickets and new messages. 

To download the new Chrome extension:

#1 Make sure you have an active Mojo Helpdesk account. If you need an account, you can start a free trial by clicking the Sign Up For Free button in the top right hand corner of the blog.

#2 Follow this link to our extension listing in the Chrome Webstore and click the Add to Chrome button. {Alternatively you can search for Mojo Helpdesk in the Chrome Webstore and then click Extensions and then Add to Chrome.} 

#3 Once Mojo Helpdesk Desktop Notifier is installed, it will automatically begin working as long as you are logged into your helpdesk. If you are not logged in you can do so directly from the extension pop-up by clicking the Mojo star icon on the right hand side of the address bar. 

#4 When the Mojo Helpdesk Desktop Notifier is working you'll see a red badge counter on the Mojo Helpdesk star icon that represents the number of unassigned tickets in your helpdesk. You can click on the star icon to see a drop down display that includes up-to-date counts of open tickets, unassigned tickets, and tickets assigned to you, as shown in the screen shot below.  

#5. You are able to manage the settings for the desktop notifications by right clicking the Mojo Helpdesk star icon and selecting Options.  De-selecting "Auto-close notifications" will leave the notifications on your desktop until you decide to close them. By default, they auto-close after a few minutes. The "Play sound?" option will play a sound when a notification is first displayed on your desktop. 

#6. You are able to change the location of the notifier on your screen by clicking the light grey wrench icon in the top right corner of the notification and selecting 'Choose Position'. 

This blog post should cover most of the details, but if you have any questions about the new Desktop Notifier, please email us at mojohelpdesk@support.metadot.com.

Have a Happy Thanksgiving!

- The Mojo Helpdesk Team

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