Mojo Helpdesk Features |
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Ticket centralization and management
Mojo Helpdesk is your central place to work with customer requests. Centralizing requests means that nothing is
lost and everything is tracked. This is your first step to providing great customer service.
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Assign tickets to your staff
In Mojo Helpdesk agents are accountable. Each ticket is assigned to a staff member so you always know who is responsible to do what.
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Full email integration
Mojo allows your users to email the helpdesk and get all their response messages via email. Mojo supports full email integration
including supports for multiple email addresses with your own domain name.
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Customization ticket form
Mojo Helpdesk allows full form customization. For example some organizations like to add a serial number to their ticket form,
where other need a social security number field. Whatever fields you need,
Mojo can accommodate your needs.
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Manage by priority
Mojo Helpdesk allows you to classify tickets by priority level so your staff always know what to focus on.
Mojo clear color coding helps your staff to identify high priority tickets. The priority level is an easy to escalate a ticket
requiring more attention.
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Ticket statuses
A ticket has a life cycle. From new to closed your agents can set the status of a ticket to indicate what needs to be done next.
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Service level agreements
Do you need to solve 70% of all requests within 8 hours? Does your staff have the objective to achieve a 4-5 star customer satisfaction
80% of the time? If yes, Mojo is the answer to reporting this automatically. Mojo allows your organization to define and report
response time and quality service levels.
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Developer API
Mojo provides a web service API to allow your programmers to interface with Mojo Helpdesk. The API allows managing the complete
life cycle of users and tickets as well as producing custom reports and integrating Mojo Helpdesk into your application or business processes.
Mojo Helpdesk API supports all languages such as PHP, Java, .net, Ruby, Perl, etc.
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Track customer satisfaction
How do you know your customers are satisfied with what you deliver and how you deliver it? Are you always on time?
Does your perception of quality match the one of your customers? There is only one way to know: ask your customers. Mojo Helpdesk
does that for you and collects satisfaction ratings based on a 5-star system called the Mojo Number.
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Time tracking
Where does your support team spend most of their time? Are they the right things to do?
What should your organization improve in order to be
more efficient?
Mojo helps track time and report activities by organizations, and
categories so you know where your people spend most of their time. This is helpful in determining what bogs down your department.
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Search and find
Mojo provides a full text search and allows you to save complex searches for later reuse. You can search by ticket id, status, categories, name and many other
criteria. With Mojo you can see what cases a person opened 2 years ago, what cases contain the word "printer" and quickly find
historical information.
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Customer portal
Mojo provides a web-based customer portal for your customers to login and create tickets. It is also a way for your organization to communicate
with them. The customer portal is a great place to share information about your organization, such as
phone number, hours of operation, return policies, alerts, news, etc.
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Custom branding and private label
Mojo Helpdesk is completely customizable. Everything can be changed to reflect your own branding.
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File attachments
Mojo Helpdesk supports file attachments. Files can be attached to tickets and can be downloaded at any time. There are no restrictions
on file types, so it supports Microsoft Word, Excel, pictures and any other files.
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Export and save your data
Mojo allows you to export tickets and user information at any time. You can import it into Microsoft Excel, Access or any database of your choice.
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