2025 October Release Notes

The Mojo Helpdesk team is excited to share the software updates from the past month.

NEW: Felix AI is available to all customers

Felix AI, Mojo Helpdesk’s built-in AI-powered support assistant is available across all plans at no additional cost. To enable: Account administration (⚙️) > Felix AI.

NEW: File attachment viewer

Agents can now view image, PDF, video, audio, and text files directly inside the Mojo ticket detail view. For example, if a ticket contains a sound file or voicemail, agents can listen to the message without downloading the file.

NEW: Mojo app adjusts with the screen size

Mojo is maximizing the use of space displaying content in full width. The app now expands on larger screens, reducing unused white space and maximizing information density.

NEW: Ticket list last comment preview

The ticket list now displays both the ticket title and description/latest message, making it easier to scan and prioritize incoming messages similar to email.

NEW: Collapsible left navigation

The left-hand menu (My Assignments, Open Tickets, Saved Searches) is shown by default for easy access. Need more room? Click the hamburger icon (☰) to toggle visibility.

Other enhancements

• The Mojo Helpdesk Felix AI response suggestion and draft polisher features have been refined to ensure suggestions are immediately usable.
• Search experience enhancements
  • The name of the saved search now appears at the top of the ticket list.
  • Searches containing an exception clause can now be saved.
  • Placeholder text was added to the search box: “Type search words here. Use double quotes to find them together…"
• A shortcut to display the ticket event log is now available under the vertical ellipses icon (⋮).

• When a form contains a long text field type, a five-line answer box is displayed in the user portal.
• Admins can now disable the new user email verification requirement.
• When viewing a ticket list, the width of the displayed columns setting drop-down has been increased.
• The ticket list print output has been optimized by reducing unused space and showing more ticket description content.
• The “solution offered” status has been renamed to “solved (solution offered)” for improved clarity.
• The event log now includes ticket export events.
• The API v2 documentation has been updated with instructions for creating users and editing user profiles with custom fields.
• When changing the form used in a ticket, all available options are now displayed.
• Domain verification has been enhanced with support for CNAME chain resolution, A-record IP matching, and HTTP/HTTPS reachability checks.
• A click-to-sort feature has been added for displayed columns when viewing a ticket list.

Bug fixes resolved

• The broken “What’s New in Mojo” link has been redirected to the blog.
• Agents are now displayed in alphabetical order in the ticket assignment drop-down.
• The missing Mojo score issue in the agent portal has been resolved.
• When viewing a ticket, the “created from email” tooltip now appears on a single line.
• The issue where all agents were incorrectly shown as “on vacation” in the admin dashboard has been resolved.
• Only relevant articles are now recommended in the knowledge base suggestion feature, and the correct number of articles are shown.
• The narrow staff note text box issue on smaller mobile devices has been fixed.
• Pre-created Mojo bots, saved searches, tags, and knowledge base articles have been restored in trial accounts.
• The main ticket area no longer collapses to the bottom of the screen when viewing a ticket.
• Mojo bot fixes
  • A “present and is not today” trigger condition has been added for due date and scheduled date fields.
  • The time zone calculation issue affecting the timing of Mojo bots has been resolved.
• Mojo Felix AI fixes
  • The AI summary button is now hidden when Felix AI is disabled.
  • A recovery system has been implemented for cases when the knowledge base ingestion stalls.
• Searching for groups is no longer case-sensitive.
• When viewing a ticket list that displays custom fields, the form name is no longer shown in the column header.

Coming soon

• Agents will soon have the ability to turn off the last comment preview when viewing the ticket list.
• Custom fields will be relocated to the main ticket area for easier access.
• Agents will soon be able to resize and reorder columns when viewing a ticket list.
• Mojo email enhancements will improve deliverability and reduce the risk of notifications being classified as spam.
• A knowledge base table of contents feature will also be added.

Thank you to all the customers who shared their feedback, and a special shout-out to long-time Mojo users on the Classic UI for inspiring improvements to the agent experience.

The Mojo Customer Success team is available to discuss any suggestions or blockers in your workflow. Reach out to success@help.mojohelpdesk.com.