For years, Mojo agents have had the flexibility to choose between the classic UI and the new Mojo Experience. We want to let you know that we’re officially retiring the classic UI. This shift allows us to dedicate our efforts to delivering new features, enhancements, and a better overall user experience.
New Mojo Experience highlights
The new Mojo Experience prioritizes a smoother agent workflow.
- Enhanced Ticket View – Work smarter with a ticket view that puts all the information you need at your fingertips. Get notified if another agent is working on the same ticket. Quickly access the requester’s contact details and reference their past tickets. As you type your response, pull up relevant knowledge base articles in the sidebar—all without leaving the ticket view.
- Main Agent Portal Improvements – Navigate with ease with an agent portal designed for efficiency. With one-click access to reports, contact lists, and deleted tickets, everything you need is just a shortcut away.
Exclusive Features
Here are some of the features you’ll find exclusively in the new Mojo Experience:
- Mojo Scheduler – Automate repetitive tasks with scheduled recurring tickets. Whether it’s weekly maintenance requests, monthly check-ins, or annual audits, Mojo Scheduler ensures nothing slips through the cracks.
- Business Hours, SLA Tracking & Reporting – Stay on top of response times and resolution metrics with customizable SLAs. Define expectations for first response and resolution times, and leverage the reports to identify areas for improvement.
- User Activity Log – Gain full visibility into user activity with a detailed audit log. Track every action, message, and ticket update in one place, ensuring accountability.
- Agent Collision – See in real time who’s actively responding to a ticket, preventing duplicate work.
The new Mojo Experience has a ton more improvements, improved mobile compatibility, more reporting, and a streamlined user interface.
Key dates
Here’s the timeline for this transition:
- March 14, 2025 – Training materials and resources will be updated to reflect the new Mojo Experience.
- March 26, 2025 – The new Mojo Experience will become the default for all agents, though they will still have the option to switch back to the classic UI.
- May 7, 2025 – The classic UI will no longer be available. All agents will be migrated to the new Mojo Experience.
We’re here to help
We know this is a big change, especially for teams that have used the classic UI for years. Our goal is to make the transition as smooth as possible, with minimal disruption to your workflows. To help your team get up to speed, we’re updating our training resources and offering additional support. Whether you need office hours, team training, or one-on-one guidance, we’re here to help.
Try out the new Mojo Experience now by clicking the link in the Mojo Helpdesk header. You can switch back to the classic UI anytime if needed. If you have suggestions or concerns, please open a ticket with us.
Not sure which UI you’re using?
Check the upper right corner of your screen, next to the search bar:
- If you see “back to Mojo classic UI,” you’re already using the new Mojo Experience.
- If you see “try the new mojo experience,” you’re still on the classic UI.
- If you don’t see either option, you’re already on the new Mojo Experience, and no action is needed.
We’re grateful for your continued partnership and excited to move forward together. If you have any questions, don’t hesitate to reach out to our team—we’re here to help!