Already have a support email like help@yourcompany.com that your team or customers know? Make it easy for everyone by setting up email forwarding for email-to-ticket creation in Mojo. Bring your customers into Mojo without changing how they work. Check out...
Tag: customer support
How to Tell if a Ticket Was Created by Email
Wondering if a ticket or response was created by email? Check the top-right corner of the message for an envelope icon. This will indicate that the message was created by email. Clicking the envelope opens the original email, exactly as...
Catch Tickets Before They Breach SLA
Mojo Helpdesk makes it easy for managers to be proactive in meeting SLA targets by surfacing tickets that are about to breach the SLA. Go to the reports page > SLA > and select “view tickets about to breach”. This...
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...
Mojo Classic UI Retirement (5/7/25): Everything you need to know
For years, Mojo agents have had the flexibility to choose between the classic UI and the new Mojo Experience. We want to let you know that we’re officially retiring the classic UI. This shift allows us to dedicate our efforts...
New Feature: Bring Your Own Mail Server to Mojo Helpdesk
We are thrilled to announce that Mojo Helpdesk customers can now use their own mail server instead of using the built-in Mojo Helpdesk mail service. For example, if your organization has a mailbox support@myorg.com, Mojo Helpdesk can use it to...