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 (TAP) allows users to sign in securely without requiring an authenticator app or email code. Additionally, we've enhanced Two-Factor Authentication (2FA) by allowing authentication via an app. Learn more.

NEW - View original email

See the original email content of a ticket or comment as it was originally sent, including rich HTML formatting, for better context and clarity.

NEW - User portal ticket search

Ticket requesters can now search their own tickets user portal. This is especially useful for users with a rich ticket history, making it easier to find past requests.

NEW - Ticket response quick action

We've reintroduced a one-click option that adds a comment, and updates the ticket status. After typing a response, agents now have the ability to:

• Update & Solve 

• Update & Request Info

NEW - Filter by meta status "Open" and "Resolved"

When doing a search or a ticket export, help desk staff can now easily filter for a group of ticket statuses. 

• Open: Tickets with new, in progress, information requested and on hold status

• Resolved: Tickets with solution offered, and closed status

NEW - Customize number of records displayed

Across any list (tickets, queues, etc) agents can now choose how many records to display per page-10, 20, 50, or 200. Customize your view based on what works for you.

Improvements

• Mojo Bots

  • Added ability to specify multiple values as conditions (if the queue is x, y, and z, then…)
  • Updated so that Mojo bots will not run on tickets in trash

• Ticket Type Field

  • Added ability to "type to search" for ticket type field when creating a ticket
  • Increased maximum number of allowed ticket types to 2000

• Group Access

  • Merge groups admin settings with with group access screens
  • Updated default to no group access when a new group is created

• Search Enhancements

  • Search engine upgrades and optimizations
  • When text in the search bar is deleted, this will also clear the filters
  • Allow asset search by users or managers 

Bug fixes

• Resolved broken form field rules for non-logged in users

• Resolved missing custom fields in the ticket list "displayed columns" setting 

• Ensure security settings UI is updated after 2FA or TPA settings are changed 

• Fixed issues with search results not displaying correctly

• Corrected export functionality to ensure all data is included

Plus, many other UI and UX refinements and fixes.

Coming soon

• SLA inspector (event log)

• Omni search

• Mojo AI Copilot

Thank you to all users who reported or suggested bugs and optimizations. We are always happy to listen to our customer feedback.