Front of the Pack

Help Desks: Not Just for IT Anymore

New businesses are emerging all the time and struggling to stay ahead in competitive industries. It will come as no surprise to regular readers that it’s our conviction that one of the primary components in determining which of those businesses...

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Front of the Pack

In Written Communication, Tone Is Everything

One of the greatest skills in life, as well as in customer service, is the ability to communicate effectively. For most businesses, the majority of correspondence is now in the form of written communication. The many conveniences of written communication...

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Front of the Pack

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...

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Front of the Pack

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...

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Front of the Pack

The Top 5 Customer Service Trends of 2012

The way we do business is changing faster every year as new products and technological breakthroughs influence the expectations and practices of companies of all types.  Awareness of the current and coming customer service trends enables a company to meet...

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Front of the Pack

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...

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