Add Notes to Your Servers

We implemented a feature requested by many users: the info field. You can now add some notes to your monitored URL. For example you can write a special reboot procedure, or specify the webmaster contact information.

As usual, contribute your suggestions via our website: www.montastic.com.

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Keep up to date with User's contact, company and other important information

Organize and save time by viewing the user's profile directly from the ticket. Manager's and Admins can document the user's profile and company information in Mojo and have it viewable on tickets managed by techs. Techs can view the user's contact information, notes and company information easily by clicking on "profile" next to the user's name. The tech can also update the user's notes with each ticket submitted.

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Get your Mojo Number on iGoogle in 5 Easy Steps

Did you know you can have your Mojo Number in iGoogle? Here is how:

1. In Mojo Helpdesk, click on “profile” (top right) and copy the access key.
2. Click on the Mojo Number in the Mojo Star icon.
3. Click on “Add to Google” - in the box on the right hand side.
4. Click on “Add to iGoogle” - again. You may be asked to login to iGoogle.
5. Paste the access key into the gadget and click “save".

You now have your Mojo Number your iGoogle page.

You now have your Mojo number available anytime you are logged into your iGoogle page.

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Mojo Helpdesk Maintenance Completed

The maintenance has been completed as planned. All services are up and running normally.

While there will be no visible changes in the user interface for a while, this maintenance work prepared Mojo Helpdesk backend sub-systems for exciting upcoming features.

Thank you for supporting Mojo Helpdesk by being a customer.

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Mojo Ticket Ratings Help to Measure Customer Satisfaction

It is well known that measuring customer satisfaction is one of the most important things an organization can do to learn the needs of its customers and keep them. Surveying is a popular way to gain feedback about the quality of service provided, however it can sometimes be difficult to ascertain a complete truth when only 2% of those surveyed actually return answers.

Mojo Helpdesk offers a unique feature that allows organizations to gauge customer satisfaction level by rating tickets. Upon the closing of a ticket, the ticket submitter is asked to rate the level of service they feel they received. The five options range from 'unsatisfied' to 'great job'. Depending on what the ticket submitter chooses, it will apply either 1 to 5 stars to that ticket. The support tech that worked on the ticket receives a Mojo number based on the average rating of all tickets assigned to them. With Mojo Helpdesk, support techs can review reports based on their ticket ratings and Mojo number.

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On the SaaS Track

MARKET TRENDS: According to a BizTechReports survey conducted in 2009, SaaS, which stands for Software as a Service but also known as on-demand software, was sparking a serious interest from organizations with no exception to the ones with already established customer support infrastructures.

Economic downturn, challenges of generating new revenue and pressure to reduce operational costs have contributed to a new priority for businesses in 2010: customer retention. Businesses now more than ever are setting their sights on providing outstanding customer service and are turning to SaaS applications to meet this requirement.

The newest industries to utilize software as a service include Manufacturing, Construction, Financial Services, Retail, Government Agencies, Education, Telecommunications, Transportation, Legal and Real Estate. According to Information Week, one fourth of SaaS customers are moving beyond sales force automation and using web based apps in areas such as human resource management, internal & customer support, and financial management.

Organizations jumping on board consider the many benefits of using software as a service. The on demand element provides start-up, support and service in just a few clicks without the need to download anything or own any software and server licenses-ever. Most SaaS applications, are prepared to provide all the training necessary to learn the application at no extra charge to the organization.

But if that's not reason enough, SaaS models like Mojo Helpdesk, eliminate the risk and responsibility associated with operational issues, backups, updates, and the dependence on costly internal or external IT maintenance is virtually non-existent.

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Give Me More Power - How to Assign, Change Status & Comment, in Bulk

You probably have noticed in your My Assignments tab a small link titled Give Me More Power. Well, this link allows you to perform bulk operations i.e. you can apply an action to several tickets at one time.

For example, if you had 42 tickets that came in assigned to you all regarding the same issue, you could select all of them and simultaneously change the status from assigned to in progress. Then, when you have solved this issue (because it was the same for all 42 tickets) you could change the status to solved and reply with one message that will comment back to all 42 ticket submitters.

Will you be out of the office or going on vacation? You can also re-assign tickets to your lucky colleague, in bulk.

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