Make it easy for customers to quickly search for answers to their questions. The knowledge base guarantees 50% fewer tickets.
Your all-in-one resource to create, review, and track support tickets to provide better customer service and stay organized.
Give quick responses by creating automations that will auto-assign, auto-comment, escalate, and auto-alert agents.
Get the information you need by customizing fields to easily gather different information for each request.
Simple to use. Create tickets, review responses, and make updates all through email.
Improve overall performance by measuring customer satisfaction, report response time, and open ticket summary.
The product team is getting emails daily about product issues and bug fixes. The emails are forwarded to the appropriate person, but there is no way to track the issues.
All product issues are logged through the help desk software, so the product team can track the progress and status of the requests and nothing gets lots in the shuffle. It's really easy for the end user to log the ticket and it gets auto-assigned to a product manager, developer, or programmer to ensure the fix can be implemented right away.
Products are delayed and there is no way to track what is impacting the launch timeline. Stakeholders and managers want answers that we can't give.
Product managers track time spent on tasks to determine where inefficiencies lie and implement solutions to increase the team's productivity and better meet product delivery schedules.
Critical issues don't always get to the right person immediately and resolutions aren't provided for several hours, sometimes days.
To help with urgent issues, the product team set up automations to escalate critical issues submitted after hours. Escalations ensures that answers are provided immediately and any critical fixes are addressed real-time.
Status of product updates, new features, and requirements are not immediately available and it's challenging to keep up with what has been executed and what still needs to be implemented.
All of the requests are in one central location and can be viewed by new, in progress, on hold, and closed tickets. To gain further details on a particular request, product managers can access the individual tickets to see the detailed history and ensure everything's on track or identify potential risks.
New product pipeline information that is highly sensitive is being shared with people outside of the organization, increasing the risk for new product leaks.
With the role-based access control features, product managers can provide specific employees access to information that is sensitive. This helps to ensure user privacy and data security.
Managing multiple different regions, it is challenging to keep up with the deliverables and demand of the different groups. Critical deliverables are sometimes missed and projects are impacted.
The help desk software makes it easy to assign requests to a designated group. The product team created several groups in Mojo Helpdesk to stay on top of all the moving parts and ensure communication is on point.
Support requests are coming in all over the place: sticky notes, phone calls, being stopped in the hallway, and email, making it challenging to track the requests and ensure they are implemented.
Mojo provides technicians with a central area to receive incoming support requests and receive alerts by email as new tickets come in.
Lack of accountability. Techs don't know who is responsible for which request so things get missed.
Quickly assign tickets to a specific technician which gives accountability. IT managers are able to oversee the work requests and gain visibility on the progress of ticket resolution.
Help desk isn't being used because it requires the team to login to another platform when they already have so many.
With Mojo's Google Apps integration, the team can access the help desk and submit a ticket directly from their Gmail.
Multiple requests from different departments with the same issue cause duplicate work to be done and decrease productivity.
Mojo's group access feature allows the staff in one department to see all the tickets submitted by the department. This has cut down on duplicate support requests.
No way to report on all the types of support requests we receive and resolve in a given period to see where improvements can be made.
With Mojo, IT managers are able to see all the tickets resolved in a month along with the breakdown for each issue type. The data is easily exported and shared with the team.
Small IT budget makes it challenging to implement new tools.
IT managers are able to cut down on IT costs by increasing support efficiency and getting more done with less technicians.
Managing maintenance request for multiple property locations that need repairs, cleaning and service is challenging. Taking in all the requests and managing them by email is not efficient and requests are missed with no easy way to track progress.
Mojo provides maintenance managers with a portal to log maintenance requests and routine maintenance tickets for our field reps. Each maintenance request ticket includes the tenant's building number and unit number along with contact information.
No central area to post scheduled and emergency grounds maintenance bulletins. Announcements are manually printed out and delivered to each individual location.
In Mojo's Help Center news column section, maintenance managers are able to easily post announcements for closures, routine ground work and emergency maintenance situations. The help desk also eliminates the need for manual deliveries and wasted paper.
No way for the maintenance crew to update the tenants directly. Messages have to be relayed through the front desk staff, who will then need to contact the tenants directly, adding an additional step to the process and increasing time spent on the issue.
The field reps can respond directly to the tenant from the ticket when the work has been completed. All communication between the tenant and maintenance crew is tracked on one work order/ticket. The business team is able to view the tickets and close them when they are satisfied.
Customers are contacting the support team through email for requests ranging from support issues to sales questions. The support team is having a hard time managing support requests and ensuring that any other requests are getting to the right team.
Tickets are set up to auto assign to the correct team to ensure tickets are going to the right people and customers are getting the answers they need. Sales requests go to the sales teams and software support questions go to the support team.
Customers are sending emails with minimal information and the customer service agent can't assist the customer without reaching back out and ultimately increasing time spent on each ticket.
Ticket forms are customized so when a customer selects a category for their ticket, questions specific to that request will automatically appear, getting the customer service reps the information they need to solve the ticket as quickly as possible.
Managers are unsure about the performance of the individuals on the help desk team. In order to improve inefficiencies on the team, they want to know who the superstars are and who needs additional training.
With Mojo Helpdesk star rating, each individual agent has their own star rating that can easily be tracked. Customers can rate the tickets based on the level of service they received. This helps to see who needs additional training on the team.
Processes are slow in certain areas, but we aren't sure why or how to fix. Issues with productivity or too much time spent are critical to identify so automations can be put in place.
With the reporting tool, managers can track time spent in specific areas and implement changes to increase productivity on issues that are slowing the team down. As productivity issues are discovered, automations, canned responses, and knowledge base articles can quickly be set up.
Customers are experiencing critical software issue and aren't getting responses in a timely manner.
Improve help desk rating by setting up automations for tickets to escalate if they're urgent. With custom views, urgent tickets can remain in the "urgent" view so the team is aware of any critical tickets and available agents can respond without delay.
There is no good system to manage internal requests. Documentation is lacking and processes are highly manual.
Set up Mojo Helpdesk to manage all internal requests from employee time off requests to logging and assigning calls / messages.
No easy solution to effectively handle the onboarding of new employees. New hires often miss out on critical information, increasing the learning curve.
Through the help desk software, new employees can easily gain access to onboarding documents, receive group updates, and request access to shared tools.
Having no centralized tool to manage purchasing requests, warehouse updates, shipping information, and location changes increase the risk of important information being missed or items being sent to the wrong location.
With the help desk, easily set up groups to share critical updates and information for any day-to-day operations. It's a great way to make sure everyone on the team stays informed.
Awesome Mojo ticket tracking
3 agents max
2 tickets forms
All Mini-me features plus:
6 tickets forms
More storage space
All Mojo Professional features plus:
Unlimited tickets forms
Even more storage space
"Perry's Ice Cream has been using Mojo Helpdesk to track our IT help desk tickets for the last 7 years. We find it easy to use and powerful while staying budget friendly."
CIO at Perry's Ice Cream
"MOJO Helpdesk has helped organize what was a tedious process while providing a sense of order and clarity."
Franchise Ticket Manager at Spurs Sports & Entertainment
"Love the helpdesk, we've been using it for over 4 years and our customers love it."
Founder at Glick Interactive
"Easy to set up and use, the product filled my need for a straightforward help desk ticketing product for a subset of clients, and the consultants who handle them."
President at Geeks-r-Us
"We have been using Mojo Helpdesk for the past 7 years. About once a year, we do a review of the help desk and ticket tracking software to see if we can find something more user friendly at a better price. So far, we have not been able to find one."
Digital Director at Sports Organization
The Mojo team is proud to deliver the best application and stellar customer service to our customers.
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