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Wednesday, 30 June 2010

Add a ticket form in your web site with a form widget

Posted on 16:10 by Unknown
We have been quietly rolling out a new feature: the form widget. It allows adding a ticket form inside any website by just adding a small HTML snippet of code.
As shown in the picture below, the widget creates a tab that, when clicked, opens a ticket form.  When the form is submitted, it creates a ticket in your Mojo Helpdesk.



The form's tab is customizable so you can choose a color that matches your website. You could also add multiple forms and change the text to relate to a necessary topic. For example, one form can be for general questions and another for technical support.



The form widget is available for all Mojo Helpdesk plans.
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Posted in Mojo Helpdesk | No comments

Friday, 11 June 2010

Montastic DNS glitch fixed: do not use OpenDNS

Posted on 12:31 by Unknown
We fixed a DNS issue that caused non-existent domains to resolve. This happened when "someone" at Metadot reconfigured one of our DNS servers to use OpenDNS as a forwarder. To our surprise Montastic started to alert us of a non-existent domain name being "up and running." This happened because OpenDNS intercepts all unresolved requests and returns the IP of their server instead of nothing. This violates the DNS protocol.

Why does OpenDNS do this?

To make money. From a practical standpoint, web users misspelling a URL will end up seeing an OpenDNS search page filled with advertising. OpenDNS has contracts with major search engine providers to do this.

Why is this bad?

Resolving non-existing domain names is wrong because it breaks the domain name protocol which is a standard used by hundreds of millions of systems.

On the Internet, network standards must be followed just as driving rules are on the road: most accidents occur when rules are violated.
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Posted in Montastic | No comments

Tuesday, 11 May 2010

Add Notes to Your Servers

Posted on 07:23 by Unknown
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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Posted in Montastic | No comments

Wednesday, 5 May 2010

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

Posted on 08:08 by Unknown
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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Monday, 3 May 2010

Get your Mojo Number on iGoogle in 5 Easy Steps

Posted on 07:26 by Unknown
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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Sunday, 25 April 2010

Mojo Helpdesk Maintenance Completed

Posted on 14:17 by Unknown
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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Posted in Mojo Helpdesk | No comments

Friday, 23 April 2010

Mojo Ticket Ratings Help to Measure Customer Satisfaction

Posted on 08:42 by Unknown
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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