As Q2 comes to a close, we’re excited to share what we’ve been building to make Mojo Helpdesk even more powerful for your support team.
The biggest news? Mojo AI Copilot is now live in private beta, the new Sub-Tickets feature is officially here, and SLA tools got a major upgrade.
Here’s a round-up of the latest features, and behind-the-scenes improvements.
NEW – Mojo AI Copilot (Private Beta)
The Mojo AI Copilot is now live in private beta for a select group of customers.
Built in-house by the Mojo team, the Mojo AI Copilot is fully integrated into the Mojo experience. There’s no need to use third-party tools or worry about data leaving your support environment. The Mojo AI Copilot helps your agents stay focused, move faster, and respond with empathy all without leaving their workspace.
Features available in beta:
- Suggest Answer: Drafts a response while leveraging relevant knowledge base content
- Improve Draft: Refine a reply with options like rephrase, shorten, elaborate, more formal, or more friendly
- Suggest a KB Article: Uses advanced semantic search to surface relevant articles even when keywords don’t match exactly
- Ticket Summary: Instantly summarizes the ticket thread to help agents get up to speed quickly
- Sentiment Analysis: Detects tone and highlights key emotional cues to better understand the customer’s message
Check out the Mojo Helpdesk knowledge base for more information.
NEW – Sub-Tickets
Need to break down complex requests into manageable pieces? The new Sub-Tickets feature allows you to create and link related tickets with ease. Each sub-ticket acts as its own ticket with its own assignee, status, and priority, while staying linked to the larger effort.
NEW – SLA Inspector
The SLA Inspector is a game-changer for teams that live and breathe by service level agreements. With just a click, agents and managers can now view the SLA details of any ticket, including:
- Which SLA policy and business hours were applied
- Who (if anyone) breached the SLA
- Whether the SLA was paused, and why
NEW – Queue-Specific SLA Policies
Not every queue needs the same level of urgency. For example, customer-facing queues may require strict SLAs, while internal queues may not.
With this update, admins can now create multiple SLA policies and apply them to specific queues or ticket types, giving you more flexibility and control over how service levels are enforced across your help desk.
NEW – SLA Dashboard “View tickets about to breach”
Mojo Helpdesk now makes it easier for managers to stay ahead of SLA deadlines by highlighting tickets that are at risk of breaching in the SLA dashboard.
NEW – Ticket Status Colors and Badge
We’ve updated the status colors in Mojo Helpdesk to create a more consistent and intuitive experience across the platform. Each color was chosen with care to match the stage of the ticket:
- Green marks something new, just like a green light
- Blue shows the work is in progress, steady and ongoing
- Grey keeps things neutral when a ticket is on hold
- Yellow means information requested. It stands out without being too urgent
- Light purple means a solution has been offered. The ticket is nearing resolution
- Dark purple marks a closed ticket, bold and final
You’ll also see a color-coded status badge below the ticket title. A circle means the ticket is open; a checkmark inside the circle means it’s solved or closed, reflecting Mojo Helpdesk’s meta statuses of open and resolved.
Enhancements
- Ability to “type to search” for groups in the dashboard
- Added a Priority filter in dashboard reports
- Added an Edit button on hover for custom form fields
- Admins can now confirm a user’s email address on their behalf
- Added new “Unconfirmed” filter when searching users
- Created handling process to move tickets when a form is deleted
- Knowledge base export now includes:
- View count
- Created on
- Published on
- Last updated on
- Suspended agents are now hidden from search dropdowns
- Email address field length increased to 255 characters
- Comment body now included in email notifications sent to watchers
- Trial accounts now display a “Trial” ribbon, and are excluded from search indexing
- Active Automations from the Classic UI have been automatically migrated into Mojo Bots
We also made a number of UI and UX improvements to make Mojo more efficient, intuitive, and enjoyable to use.
The Mojo Helpdesk team also resolved a range of open issues this quarter. Thank you to all our customers who reported them and shared feedback.