Productivity Tools
Discover advanced tools that save time
Adding sub-tickets (parent-child tickets)
Sub-tickets are used to break down larger work items into smaller, manageable tasks, each tracked as its own ticket. Each sub-ticket can have its own priority, assignee, and status, allowing different teams or agents to work independently while keeping all related tasks connected.Sub-tickets can ...
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...
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...
How to configure SMS / text notifications for ticket updates
Mojo allows ticket update notifications to be delivered via SMS/text messages, in addition to standard email alerts. This functionality is configurable through Mojo bots. How it works In the United States, most mobile carriers allow subscribers to receive emails as SMS messages sent to their phon...
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...
How to export ticket data
Exporting ticket data can be useful for: Analyzing trends or performance outside of Mojo Helpdesk Backing up ticket records for internal archives or audits Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access When exporting tickets, ...
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...
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...
Mojo Keyboard Shortcuts
Keyboard shortcuts help increase productivity by allowing users to control Mojo with lighting fast key strokes. Mojo keyboard shortcuts Go to g then t : go to new ticket default form g then f then t : open dropdown new ticket to choose form g then a : go to my assignments g then p : go t...
Mojo Pro Tips
The Mojo Pro Tips collection highlights practical ways to work more efficiently within Mojo. Each tip focuses on time-saving techniques, lesser-known features, or recommended workflows to improve productivity and ticket management. Discover expert techniques
Mojo Scheduler: Create recurring tickets
The Mojo Scheduler helps help desk staff stay organized by turning routine tasks into automated tickets. Instead of manually creating the same ticket over and over, the scheduler takes care of it on a set schedule.Beyond efficiency, scheduled tickets also create a clear audit trail of recurring w...
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 ...
The Mojo AI Copilot: Your AI-Powered Support Assistant
What is the Mojo AI Copilot? The Mojo AI Copilot is your organization's everyday sidekick for faster, more thoughtful customer support. It’s designed to help your team stay focused, move quickly, and respond with empathy without ever leaving Mojo.The Mojo AI Copilot is fully integrated into the M...
Using Tasks in Mojo
Tasks are a lightweight way to track what needs to be done on a ticket.They function as a quick scratch pad. Jot down what’s needed, and check items off as progress is made.Each task list lives within the single ticket. Templates or recurring tasks lists are currently not supported. How to add a ...
Using the Mojo search engine
There are two ways to search in Mojo.Use the filters in the search UI. Select options like status, queue, type, or assignee in the search drop down. Agents can also do an advanced search.Type directly in the search box. Enter words, phrases, or special search syntax. The tips below are specific t...
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...
Reporting
Keep an eye on help desk productivity and customer satisfaction
Aging Summary Report
The Aging Summary provides a high-level view of open tickets, segmented by the length of time the tickets have been open. This tool helps managers and admins quickly view workload distribution, and tickets that may need attention.The report is displayed in a table with the following: Columns: ...
Customize the customer satisfaction survey per queue
The rating request email can be sent only to specific queues using Mojo bots. This is especially helpful if some queues do not need a rating email at all. To make this work, ensure tickets are properly routed to the correct queues (e.g., Customer Support, Technical Support, Sales, or Marketing).S...
Dashboard: Help Desk Performance Report
The Mojo Helpdesk dashboard gives managers and admins a quick snapshot of overall help desk performance. It provides visibility into workload, responsiveness, and customer satisfaction.Agents must have a manager or admin role to access reports. Performance graph The dashboard graph provides a vis...
Event Log: Can I see who made changes on a ticket?
The event log is a record of actions taken on a ticket either by the agent, the ticket creator, or a Mojo bot.There are two ways to access the event log. Ticket event log Agents can view the event log directly on a ticket. This is helpful for answering questions like: Who assigned me this tick...
How to export ticket data
Exporting ticket data can be useful for: Analyzing trends or performance outside of Mojo Helpdesk Backing up ticket records for internal archives or audits Sharing specific ticket data (including custom fields) with stakeholders who don’t have Mojo Helpdesk access When exporting tickets, ...
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...
Manage service levels with SLA policies and business hours
Mojo Helpdesk is designed to help organizations provide efficient and effective support to their customers. One way to ensure timely and satisfactory support is through the use of Service Level Agreement (SLA) policies and business hours. What is an SLA policy? Service Level Agreement (SLA) polic...
Mojo Number: Measuring Customer Satisfaction
Mojo Helpdesk makes it easy to measure customer satisfaction by automatically sending a survey when a ticket is closed.An email will be sent to the ticket creator asking for a satisfaction rating. The survey includes two questions: How satisfied were you with your ticket experience as a whole?...
Time Spent Reporting
Mojo Helpdesk includes a built-in time tracking feature.Time can be recorded in two ways: Automatic: The timer automatically runs in the background from the moment the ticket is opened until the response is sent. This time is automatically added to the ticket’s time log. Manual: Manual time ...