Mojo Helpdesk | Mojo Helpdesk

Productivity Tools

Discover advanced tools that save time

How to tickets with a due date to Google Calendar

Integrating Mojo Helpdesk with Google Calendar to create events from tickets with due dates is achievable through Zapier, a third-party automation service. This functionality leverages the application programming interface (API), and therefore, an active Mojo Helpdesk plan with API access is requ...

SMS / text notifications for ticket updates

Ticket update notifications can be delivered as SMS/text messages to mobile phones in addition to standard email notifications. This functionality is configurable through Mojo bots.In the United States, many mobile carriers allow subscribers to receive emails as SMS messages sent to their phone n...

Automating workflows using Mojo bots

Mojo bots are a powerful tool to automate workflows. For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo bot can execute an action(s).Managers and admins can define the trigger event, conditions, and actions. Once the defined criter...

Setting up automatic ticket assignment

Admins and Managers can leverage a Mojo bot to automatically assign tickets to agents. Mojo bots are an efficient way to automate workflows based on specific events and conditions.For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo ...

Tips for Using the Mojo Search Engine

Here are a few tips to take advantage of Mojo's search engine. Mojo searches the title and description of the ticket including custom fields and ticket comments. Search performs an exact lookup unless a wildcard symbol such as * or ? is used. Wild Card Searches Examples: serv*s will ma...

How to use emojis in Mojo Helpdesk

For users who would like to add emoji to their messages, below are the steps to bring up an Emoji keyboard while on your computer. For Windows 10 Click or tap in the field you want to enter. Press either Windows + . (Period) or Windows + ; Emoji picker will display on the screen. Click the...

How to schedule recurring tickets

Users with either an admin and manager role can take repeated tasks and processes and turn them into automated tickets. Specify the start date and time, customize the recurrence of a ticket, and set who the ticket should be assigned to.The Mojo Scheduler can also support one-time events/tickets s...

What is the Watch List? How can I be notified of updates on a ticket?

Each agent has a Watch List containing tickets the agent is keeping track of.The Watch List is especially useful for agents who want to: Save or bookmark a ticket for future reference. Receive notifications and stay updated on a ticket’s progress—especially when they are not the assignee but...

How to create and manage canned responses

Canned responses are pre-written templates that agents can quickly insert into a ticket reply. They play a crucial role in meeting SLA targets, ensuring a quick, efficient, and consistent response.Additionally, canned responses can also be used to insert an email signature with a single click.The...

Create a ticket in seconds with a quick ticket

Quick ticket is the fastest way to create a ticket in Mojo. Instead of jotting down notes on paper or trying to remember important details, agents can create a ticket in seconds.The quick ticket feature is enabled by default. To create a quick ticket Click NEW TICKET Type in the details in th...

Mojo Pro Tips

Get the most out of Mojo with our hand-picked and regularly updated Mojo pro tips. Discover expert techniques

How to Export Tickets

There are two ways for you to export the tickets. For Agents, they can just go to their assigned tickets: My assignments> click on the three dots at the right side of the page > export (CSV file)For Admins and Managers go to : Admin settings> Help desk > Export data > New ticket export Click on t...

Reporting

Keep an eye on help desk productivity and customer satisfaction

How to search for a ticket using custom fields

The Mojo ticket forms support custom fields. Here's how to format your search query if you're using custom fields. To search by a custom field Use the query below, replacing the bracketed text with your custom field's system name (using underscores for spaces) and value (without underscores): c...

How do I send the rating email only for tickets in certain queues?

To send rating request emails only for tickets within designated queues, follow these steps: Ensure your tickets are correctly categorized into queues (e.g., customer support, technical support, sales, marketing). Disable Global Ticket Rating: In your helpdesk settings, navigate to Admin Settin...

How do I turn off the ticket rating feature?

When a ticket is closed, Mojo Helpdesk will send an email to the ticket creator asking for a customer satisfaction rating. The survey consists of two questions. How satisfied were you with your ticket experience as a whole? (On a scale of of 1 - 6 stars, with 5 being the highest) Would you l...