Trouble Ticket Software That Keeps IT Work Organized
Mojo Helpdesk gives IT teams a simple, reliable way to manage trouble tickets from start to finish. All requests flow into one system where they're prioritized, assigned, and resolved with full visibility and accountability.
Use Mojo Helpdesk trouble ticket software to:
- Capture trouble tickets from email and web forms in one queue
- Route and prioritize tickets automatically based on request type or location
- Keep users in the loop with status updates and automated notifications
- Track trends and improve response times with reporting on ticket volume, SLA violations, and backlog
Turn trouble tickets into a consistent workflow
A good ticketing system should make it obvious what is happening, who owns the next step, and what "done" looks like. Mojo Helpdesk helps IT teams standardize intake, triage, assignment, and resolution so trouble tickets do not get buried.
- Standardize ticket categories so triage is consistent
- Assign ownership clearly so nothing stalls
- Keep a resolution history so fixes are repeatable
Reduce repeat trouble tickets with self-service
Many trouble tickets are the same handful of requests. A searchable knowledge base gives users answers before they submit a ticket, reducing volume and keeping your team focused on higher-impact work.
Route and escalate trouble tickets automatically
Trouble tickets get messy when assignment is manual, and escalation depends on memory. Set rules to route tickets by category, urgency, or team. Use SLAs to keep response and resolution targets visible, and escalate aging tickets before they become emergencies.
- Auto-route tickets to the right queue or agent
- Enforce SLA targets with reminders and escalation
- Use standard replies to speed up common responses
Reporting that helps you prevent recurring issues
Trouble ticket management is not only about closing tickets. It is about seeing patterns and fixing root causes. Track volume, backlog, response time, and top categories to spot recurring drivers and reduce repeat incidents over time.
Suggested metrics list:
- Time to first response
- Average resolution time
- Backlog by category or priority
- Repeat issues and top ticket drivers
Mojo Helpdesk is trusted by over 2.5 million users
The helpdesk solution that helps teams resolve requests faster and stay in control.
Secure and SOC 2 compliant
Role-based permissions, audit logs, and data controls that help teams meet security and compliance standards, including SOC 2.
Fast setup for a working ticket process
Get a usable trouble ticket workflow in place quickly, then refine categories, SLAs, and automation as you learn what your team needs.
Pricing that stays predictable
Unlimited ticket creators. Pricing scales with your agent team, transparent and predictable, with no surprise fees. See pricing.
Integrated asset management and ticket tracking
Some trouble tickets are tied to specific laptops, desktops, or equipment. Linking tickets to the right device gives agents immediate context, speeds up troubleshooting, and helps teams spot repeat issues faster.
Make access simple with secure sign-in
If users struggle to sign in, they do not submit clean requests, and your workflow breaks down. Use your existing identity provider so users can access the trouble ticket portal with accounts they already use, and keep access aligned with onboarding and offboarding.
A ticket portal users will actually use
A ticketing system only works when both agents and users can use it without training. Mojo Helpdesk keeps the experience straightforward: agents get clean queues and clear priorities, while users can submit and track trouble tickets from any device.
Trouble ticket templates that speed up triage
A template helps users provide the right details up front, so IT spends less time chasing information.
Examples of common trouble ticket templates you can customize:
Password reset request
Fields you can add: user, system, urgency, preferred contact
New employee setup
Fields you can add: start date, department, required tools, access list, device needs
Device issue
Fields you can add: device type, asset ID (if available), symptoms, business impact
Software access request
Fields you can add: software name, access level, justification, approver
Frequently asked questions
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