This year has been transformative for Mojo Helpdesk, as we delivered new features, enhanced existing tools, and addressed critical feedback to make your experience smoother, more secure, and more efficient. Here’s a look back at what we accomplished in 2024.

Major Feature Releases

Bring Your Own Mail Server

We introduced the ability for organizations to connect their own mail servers to Mojo Helpdesk. This feature gives organizations greater control over email deliverability, compliance, and data security. Your organizational email security policies can be extended to the help desk, all while maintaining a seamless integration with the Mojo platform. 

Mojo Scheduler 

We also released the new Mojo Scheduler, allowing repeated processes and recurring tasks to be transformed into scheduled tickets. Admins and managers can also specify the start date and time, customize the recurrence of a ticket, and set who the ticket should be assigned to. This major feature critical processes are standardized and tracked, ensuring nothing gets overlooked. 

Agent Profile User Activity

To provide more visibility into user interactions, we launched the User Activity feature. Agents can now view a comprehensive log of a user’s recent actions, improving collaboration and ensuring transparency. Whether it’s comments, ticket updates, or other interactions, everything is conveniently accessible in one place.

Ticket Rating Comments

The Mojo community also shared that including comments or context is crucial when collecting satisfaction ratings for a ticket. And so this feature was released this year. Teams can now gain deeper insights into user satisfaction and identify areas for improvement, ensuring every interaction enhances the support experience.

Ticket Merge Auto Suggest

Merging related tickets became faster with our new auto-suggest feature. Now, when you initiate a merge, Mojo Helpdesk suggests relevant destination tickets, helping your team maintain a streamlined workflow.

Ability to Edit Comments and Staff Notes

This year, we also added the ability for agents to directly edit comments and staff notes on tickets. This empowers teams to quickly correct errors, and clarify information, ultimately reducing miscommunication.

What’s on the Horizon

As we look ahead to 2025, we’re excited to continue developing solutions that empower your teams. Here are some highlights of what’s coming:

• Role-Based Access Control (RBAC): A highly requested feature that will allow more granular control over helpdesk roles and permissions.
• Mojo On-Premises: Expanding deployment options to meet diverse organizational needs.
• SOC 2 Compliance Initiative: Achieving SOC 2 compliance is a key priority for us in 2025. This rigorous standard will ensure that our systems and processes meet the highest benchmarks for data security, availability, and confidentiality. We understand the importance of security, and we’re committed to providing the highest level of protection for your data.

Thank you for a great year. None of this would have been possible without the support and feedback from our incredible community of users. Your insights drive our innovation and help us build a better Mojo every day. Here’s to an even more successful 2025 together!

Have feedback or suggestions for the upcoming year? We’re always listening. Send us a note at support@help.mojohelpdesk.com.