Mojo Helpdesk ticketing system, centralizes customer conversations in one place, automates repetitive work to save time, for speedy resolution.
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Makes it easy for customers to quickly find answers without contacting the help desk. The knowledge base guarantees 50% fewer tickets.
All-in-one resource to create, review, and track support tickets to provide better customer service and stay organized.
Automations will auto-assign, auto-comment, escalate, and auto-alert agents based on ticket information.
Repair request, exchange request? Gather the information needed by adding specific fields for each type of request.
Mojo Helpdesk integrates seamlessly with email, allowing users to reply from Gmail and Outlook.
Users are up to speed very quickly by just using the product.
"The customer is at the centre of everything we do". Most businesses understand that the customer expects top notch service at every touch point. No only when buying goods and services. Also in after sales service and support. Let the customer tell you what help they need. Then have an expert who can quickly resolve the issue contact them, using a well-defined, step-by-step process that will resolve the issue on the first call. Better yet, also offer a self-service platform for even faster resolution.
With Mojo Helpdesk for education, take support to the next level and delight staff, administrators and students:
The product team is getting emails daily about product issues and bug fixes. The emails are forwarded to the appropriate person, but there is no way to track the issues.
All product issues are logged through Mojo. The product team can track the progress and status of the requests and nothing gets lots in the shuffle.
Products are delayed and there is no way to track what is impacting the launch timeline. Stakeholders and managers want answers that cannot be delivered.
Time spent on tasks to determine where inefficiencies lie is tracked. With this information team's productivity can be increased to better meet product delivery schedules.
Critical issues don't always get to the right person immediately and resolutions aren't provided for several hours, sometimes days.
Automations are set to escalate critical issues. Escalations ensures that answers are provided immediately and any critical fixes are addressed real-time.
Status of product updates, new features, and requirements are not immediately available and it's challenging to keep up with what has been executed and what still needs to be implemented.
All of the requests are in one central location. Powerful filtering abilities allows you to view general or detailed information about the status of products.
New product pipeline information that is highly sensitive is being shared with people outside of the organization, increasing the risk for new product leaks.
Role-based access control allows to provide the right level of visibility to employees. User privacy and data security is efficiently managed.
In a multiple region environment, it is challenging to keep up with the deliverables and demand of the different groups.
The product team can create different groups and assign specific requests to them.
Support requests are coming in all over the place: sticky notes, phone calls, being stopped in the hallway, and email, making it challenging to track the requests and ensure they are implemented.
All requests and issues are logged through Mojo. Technicians receive alerts by email as new tickets come in and interact with a central area to address them.
Lack of accountability. Technicians don't know who is responsible for which request so things get missed.
Tickets are quickly and easily assigned to a specific technician. Accountability is recorded and managers oversee the work request and progress on ticket resolution.
Help desk isn't being used because it requires the team to login to another platform when they already have so many.
With Mojo's Google Apps integration, the team can access Mojo and submit a ticket directly from their Gmail.
Multiple requests from different departments with the same issue cause duplicate work to be done and decrease productivity.
Mojo's group access feature allows the staff in one department to see all the tickets submitted by the department. No duplicate treatment of support requests allowed!
No way to report on all the types of support requests we receive and resolve in a given period.
Mojo dashboard displays all the tickets resolved in a month along with a breakdown for each issue type.
Small IT budget makes it challenging to implement new tools.
Mojo allows to cut down on IT costs by increasing support efficiency and getting more done with less technicians.
Managing maintenance requests for multiple property locations that need repairs, cleaning and service is challenging. Taking in all the requests and managing them by email is not efficient and requests are missed with no easy way to track progress.
Mojo provides maintenance managers with a portal to log maintenance requests and routine maintenance tickets for our field reps. Each maintenance request ticket includes the tenant's building number and unit number along with contact information.
No central area to post scheduled and emergency grounds maintenance bulletins. Announcements are manually printed out and delivered to each individual location.
In Mojo's Help Center news column section, maintenance managers are able to easily post announcements for closures, routine ground work and emergency maintenance situations. The help desk also eliminates the need for manual deliveries and wasted paper.
No way for the maintenance crew to update the tenants directly. Messages have to be relayed through the front desk staff, who will then need to contact the tenants directly, adding an additional step to the process and increasing time spent on the issue.
The field reps can respond directly to the tenant from the ticket when the work has been completed. All communication between the tenant and maintenance crew is tracked on one work order/ticket. The business team is able to view the tickets and close them when they are satisfied.
Customers are contacting the support team through email for requests ranging from support issues to sales questions. The support team is having a hard time managing support requests and ensuring that any other requests are getting to the right team.
Tickets are set up to auto assign to the correct team to ensure tickets are going to the right people and customers are getting the answers they need. Sales requests go to the sales teams and software support questions go to the support team.
Customers are sending emails with minimal information and the customer service agent can't assist the customer without reaching back out and ultimately increasing time spent on each ticket.
Ticket forms are customized so when a customer selects a category for their ticket, questions specific to that request will automatically appear, getting the customer service reps the information they need to solve the ticket as quickly as possible.
Managers are unsure about the performance of the individuals on the help desk team. In order to improve inefficiencies on the team, they want to know who the superstars are and who needs additional training.
With Mojo Helpdesk star rating, each individual agent has their own star rating that can easily be tracked. Customers can rate the tickets based on the level of service they received. This helps to see who needs additional training on the team.
Processes are slow in certain areas, but we aren't sure why or how to fix. Issues with productivity or too much time spent are critical to identify so automations can be put in place.
With the reporting tool, managers can track time spent in specific areas and implement changes to increase productivity on issues that are slowing the team down. As productivity issues are discovered, automations, canned responses, and knowledge base articles can quickly be set up.
Customers are experiencing critical software issue and aren't getting responses in a timely manner.
Improve help desk rating by setting up automations for tickets to escalate if they're urgent. With custom views, urgent tickets can remain in the "urgent" view so the team is aware of any critical tickets and available agents can respond without delay.
There is no good system to manage internal requests. Documentation is lacking and processes are highly manual.
Set up Mojo Helpdesk to manage all internal requests from employee time off requests to logging and assigning calls / messages.
No easy solution to effectively handle the onboarding of new employees. New hires often miss out on critical information, increasing the learning curve.
Through the help desk software, new employees can easily gain access to onboarding documents, receive group updates, and request access to shared tools.
Having no centralized tool to manage purchasing requests, warehouse updates, shipping information, and location changes increase the risk of important information being missed or items being sent to the wrong location.
With the help desk, easily set up groups to share critical updates and information for any day-to-day operations. It's a great way to make sure everyone on the team stays informed.
Mojo Helpdesk is the Price Leader of hosted Helpdesk and ticket tracking. We've built Mojo Helpdesk to help organizations provide better and faster service to their internal and external customers. Mojo Helpdesk has all the features needed to handle all types of requests of departments, including IT, operations and maintenance.
If you are using Freshdesk, Zendesk or Happy Fox, check how much you will save by using Mojo Helpdesk. (Hint: Mojo Helpdesk is 10 to 20 times more cost-effective.)
Mojo Helpdesk centralizes all requests into one web-based, gmail-like user interface. Mojo Helpdesk is built in Austin, Texas. We host Mojo Heldpesk for you so there is no hardware to buy, install or maintain. With Mojo Helpdesk, organizations can focus on providing better and faster service within minutes of signing up.
The Mojo team is proud to deliver the best application and stellar customer service to our customers.