Mojo Bots are powerful tools built into Mojo Helpdesk that help teams replace repetitive manual work with automation. Set them up once, and they’ll continuously monitor activity (or lack of it!) and take action.

Each bot is made up of three key components:

• Event: What triggers the bot (ex. ticket creation/update/deletion, on a recurring basis, after a specified period of time)
• Conditions: The filters that must be true for the bot to act (ex. ticket priority is “emergency,” or queue is “IT”)
• Actions: What the bot actually does (ex. assign the ticket, change the status, send a notification)

Here are a few ways teams are putting Mojo Bots to work in real-world scenarios.

Use Cases

1. Auto-Assign Tickets to the Right People

An IT department uses Mojo Bots to route tickets to the right agents automatically. When a ticket comes into the “Tech Support” queue, the bot checks which agents are available and assigns it using round-robin or load-balancing logic, skipping anyone who’s marked out of office.

Round robin assigns tickets in a rotating order (agent A gets the first ticket, Agent B the second, and so on). This ensures everyone gets an equal number of assignments.

Load balancing goes a step further by checking how many tickets each agent already has and assigning the new one to the person with the lightest workload.

Example Setup:

• Event: When a new ticket is created
• Condition: Queue = Tech Support
• Action: Assign to Tech Support team using round-robin method

Work gets distributed fairly and fast.

2. Escalate Tickets Approaching Due Date

To keep critical work on track, teams can create a bot that runs daily to identify tickets with due dates coming up within the next 7 days. The bot then sets the priority to urgent ensuring these tickets get the attention they need before deadlines.

Example Setup:

• Event: On a recurring basis; Frequency = hourly (run only once per ticket)
• Condition: Ticket due date is present and due date is within the next 30 days
• Action: Set ticket priority to urgent

This helps teams proactively manage deadlines and focus on time-sensitive issues.

3. Automating a Multi-Step Internal Approval Process

A finance team uses Mojo bots to streamline their multi-step purchase order (PO) approval process.

When a PO request is submitted, a new ticket is created in the PO Approval queue. A Mojo bot immediately sends an email to both Jane (Approver 1) and John (Approver 2), prompting them to review and respond. Each approver can reply directly to the ticket via email, and their response is automatically added as a ticket comment.

To track approvals visually, two additional bots watch for approvals in the comments:

• If Jane (approver 1) replies (via email or portal) and their comment contains the text “this is approved”, a bot adds the tag “Jane approved”.
• If John (approver 2 does the same, another bot adds the tag “John approved”.

Example Setup:

• Mojo Bot 1: Notify Approvers
  • Event: When a new ticket is created
  • Condition: Queue = PO Approval
  • Actions: Send email to user = Jane; Send email to John
    • Make sure to add ticket variables in the email body to provide context to the request (ex. {{ticket.description}}, {{message.created_by}}
• Mojo Bot 2: Jane (Approver 1) Response Tracker
  • Event: When a new ticket is updated
  • Conditions: Acting user = Jane AND Comment text contains “This is approved”
  • Action: Add tag “Jane approved”
• Mojo Bot 3: John (Approver 2) Response Tracker
  • Event: When a new ticket is updated
  • Conditions: Acting user = John AND Comment text contains “This is approved”
  • Action: Add tag “John approved”

This setup creates a simple, trackable approval flow. Ticket tags provide an at-a-glance view of who has approved, and approvers can reply directly from their inbox.

Ready to Automate? 

Mojo Bots unlock a world of automation possibilities. Set them up today and experience the impact of smarter, streamlined workflows.