Tickets can have different statuses, but they all fall into one of two meta categories: Open or Resolved. Agents can filter by these meta statuses when searching or exporting tickets. For example, instead of exporting separate files for each status...
Clean Up Duplicate Tickets with Ticket Merge
When a customer submits several tickets for the same request, it can cause confusion and slow down agent workflow. Mojo’s ticket merge helps make combining related tickets into a single thread easy, preventing miscommunication and keeping all updates in one...
Accurately Measure SLA Performance with Queue-Specific Policies
Tracking response and resolution times is important, but not every queue may need an SLA. In Mojo Helpdesk, admins can configure multiple SLAs and apply them to specific queues or ticket types. This ensures the help desk team's SLA performance...
Gain Full Visibility with the New SLA Inspector
The SLA Inspector provides detailed insights into how SLA targets are calculated and tracked for each ticket. It answers key questions like: Which business hours and SLA policy were applied? Who breached the SLA? and Why was the timer paused?...
Mojo AI Copilot and New Features Live Webinar (4/17/25)
Get an inside look at how Mojo is evolving with AI to help you work smarter. This live session will showcase the latest productivity features and give you a glimpse into the AI tools we’re building. Webinar Highlights Mojo AI...
Ditch the Sticky Note: Create a Quick Ticket in Seconds
Ever scribbled a task or question on a sticky note, only to lose it minutes later? Instead of relying on a scrap of paper, agents can leverage Mojo’s Quick Ticket feature. Creating a quick ticket takes seconds. Your ticket is...
2025 Q1 New Features, Enhancements, and Fixes
The past few months have all been about making the Mojo Helpdesk user experience smoother and more efficient. Here’s a look at what’s new! NEW - Temporary Access Pass (TAP) and Enhanced Two-Factor Authentication (2FA) The new Temporary Access Pass...
Don’t Hang Up—”Solution Offered” Versus “Closed” Ticket Status
"Is there anything else I can assist you with today?" As customers, we appreciate when a support agent confirms that our issue is resolved before ending a call. Handling a ticket should work the same way. Ticket Status: "Solution Offered"...
Canned Responses: The Key to Faster Support & First Response Success
Answer tickets faster with canned responses. Agents can use pre-made replies to respond quickly and consistently to common questions. Canned responses play a crucial role in meeting SLA targets, whether it’s resolving questions on the first reply or improving your...
Stay in the Loop with the Watch List
Need to keep an eye on a ticket without taking it over? The Watch List makes it easy to follow ticket activity without needing to be the assignee. Get notified about updates like new responses, status changes, or staff notes. ...