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Productivity Tools

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How many times can automation's actions be executed on the same ticket?

If the flag "run the automation only once per ticket" is set - the automation can be executed only once per ticket.Otherwise, the automation will be executed each hour on the same ticket, as long as the ticket passes the automation's filters (conditions).

How to add tickets with a due date to Google Calendar?

Yes, using a service called Zapier, Mojo Helpdesk can create Google Calendar Events based on some ticket conditions. Note this integration works using the API. Your Mojo Helpdesk plan should include an API allotment.To create the Zap, login to your Zapier account. In Zapier, search for Mojo H...

SMS / text notifications for ticket updates

Notifications (email) can be sent to a mobile phone as SMS / text messages. This can be configured using Mojo bots. Most U.S. carriers allow their subscribers to receive emails as text messages using their phone number. Simply substitute phonenumber below with a real mobile phone number and the e...

Automation with Mojo bots

What are Mojo bots? Bots are a way to automate workflows. They are created by combining events, conditions, operators and actions. Bots can assign tickets based on certain conditions, send email reminders, add tags, time, message to tickets and more. Components of a bot Events Select an event to...

Setting up auto-assignment of new tickets

Admins and Managers can create Mojo bots to automatically assign tickets to Agents. Mojo bots are an efficient way to automate workflows based on certain conditions of a ticket. Whenever a ticket is created, updated or deleted, and the ticket meets certain conditions, then the Mojo bot will execu...

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 do I search by custom fields?

To search by custom field use the search query below but replace the text inside the parenthesis to your custom field system name (use underscores for spaces) and custom field value (do not use underscores for spaces). Be sure to use all lower case letters even if your values have capital letters...

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

This post will show you how to send the rating request email for tickets in specific queues only. For this to work you would need tickets to be queued correctly so the rating email will be sent to the desired user base. 1. Set up queues for tickets. For example, customer support, technical supp...

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...