In the past few months, we’ve added powerful new features, useful improvements, and essential fixes. Here are the highlights of what’s new!
NEW – Mojo Scheduler + Selecting Form, Requester, and Assignee
As many of you may recall, we recently introduced the Mojo Scheduler, a tool that enables admins and managers to automate critical, recurring tasks—like system backups or compliance checks—by creating scheduled tickets.
Customers loved the new feature and sent us some valuable suggestions. The most requested one being the ability to select the form, requester, and assignee for the scheduled ticket during configuration. We’re pleased to announce that this enhancement is now live! During setup, admins can define the form, requester, and assignee for the scheduled ticket.
NEW – Agent Profile User Activity
Our new User Activity feature provides a comprehensive view of each user’s actions directly within their profile. This enhancement allows agents to quickly access a log of a user’s recent activity, including comments made, actions taken, and other interactions within the platform. Designed to improve visibility and streamline tracking, User Activity helps teams stay informed and maintain a complete understanding of each user’s engagement history.
NEW – Ticket Merge Auto Suggest
We’ve made improvements to the ticket-merging experience to make it more intuitive and user-friendly. Previously, merging tickets meant keeping track of the specific ticket number you wanted to close. Now, when you merge a ticket, the system will automatically suggest destination tickets, making it much faster to identify and merge related tickets.
NEW – Support for Attachment Tickets Pending Confirmation
Did you know that admins can configure the help desk so that tickets submitted by non-logged-in users require confirmation? Previously, tickets pending confirmation only had text details. With the software update, attachments remain securely within pending tickets, ensuring admins have all the details needed to effectively handle each request.
Improvements and Bug Fixes
- Added ability to move tickets out of trash
- Added ability to insert variables into subject field of ticket notifications
- Added warning message to ask for confirmation before closing ticket on user portal
- Added auto suggest feature for ticket creation in user and agent portal
- Added ability to easily remove a tag from the ticket view
- Added ability for managers to share/unshare searches created by agents
- Added ability to select tags when creating tickets from the agent portal
- Added support for customer-provided SSL certificate
- Added “active only” filter to users list
- Added ability to add fax, phone, and other custom fields when creating a contact outside of admin settings
- Added ability to search for a group and an auto-suggest feature for group when creating a contact
- Updated ticket display to show comments created by email
- Increased the maximum number of characters for a field name in a ticket form from 64 to 128 characters
- Made improvements to ensure .msg attachments are displayed on a ticket
- Made improvements to browser tab title names display
- Made improvements to the SLA dashboard reporting
- Optimized image loading for ticket content and comments (when created by email)
- Optimized backend for time spent reporting
- Optimized ticket indexing
What we are working on:
- Role-based access control or restricted admin agent
- Mojo On-Premises
Thank you to all users who reported or suggested bugs and optimizations. We are always happy to listen to our customer feedback.