Mojo Helpdesk

Alerts (Escalation)

Mojo Helpdesk’s Alerts (Escalation) feature automatically triggers notifications when support tickets surpass defined time thresholds or remain unresolved. This ensures timely action by escalating issues to the appropriate agents or managers. It helps prevent SLA breaches, promotes accountability, and improves customer satisfaction. By alerting the right team members at the right time, Mojo ensures critical issues receive prompt attention and effective resolution.

Automated Routing

Mojo Helpdesk’s Automated Routing intelligently directs incoming tickets to the most suitable agent or department based on predefined rules. Criteria such as issue type, user group, or ticket priority ensure accurate assignments. This automation eliminates manual sorting, reduces response time, and streamlines workflows. Mojo enhances efficiency and consistency in customer service by ensuring each ticket reaches the appropriate resource for faster, more accurate support.

Contract (SLA Management)

Mojo Helpdesk’s Contract (SLA Management) feature allows organizations to define and track Service Level Agreements for timely response and resolution of tickets. SLA rules help monitor performance, trigger escalations, and maintain accountability. This ensures support teams meet service commitments and prioritize high-impact requests. Mojo enables businesses to uphold contractual obligations while maintaining transparency and consistent service quality, resulting in improved customer trust and satisfaction.

Customizable Branding

Mojo Helpdesk’s Customizable Branding feature enables businesses to tailor the appearance of their support portal to match their brand identity. Organizations can customize logos, colors, and messaging to maintain visual consistency across customer interactions. This reinforces brand recognition, builds trust, and presents a professional image. With Mojo, companies deliver a personalized support experience while strengthening customer loyalty and aligning help desk interfaces with their branding standards.

Document Storage

Mojo Helpdesk’s Document Storage feature allows teams to upload, manage, and share important files directly within tickets. Documents such as manuals, screenshots, and agreements are securely stored and easily accessed during ticket resolution. This centralized storage ensures that agents and customers have quick access to necessary materials, improving collaboration and efficiency. Mojo simplifies support operations by keeping relevant documentation organized and available within the help desk system.

Incident Management

Mojo Helpdesk’s Incident Management feature helps teams log, categorize, and resolve unplanned service disruptions effectively. Multiple tickets can be linked to a single incident for centralized tracking and communication. This structured approach enables faster coordination, minimizes downtime, and improves customer communication during outages. Mojo ensures that incidents are managed transparently and resolved efficiently, reducing impact on users and maintaining service continuity across the organization.

Knowledge Base

Mojo Helpdesk’s Knowledge Base provides a searchable library of FAQs, guides, and troubleshooting articles designed to help users find solutions independently. It empowers customers with 24/7 self-service support and reduces the volume of incoming tickets. Articles can be regularly updated to reflect new information. Mojo improves efficiency, ensures consistent answers, and enhances the customer experience by providing quick access to accurate, helpful resources.

Known Issue Management

Mojo Helpdesk’s Known Issue Management feature allows support teams to document and track frequently occurring or system-wide issues. Customers and agents can reference these known problems for updates and temporary workarounds. This reduces duplicate ticket submissions, improves transparency, and keeps stakeholders informed. Mojo streamlines communication around ongoing issues, enabling teams to focus on resolution while maintaining customer trust and satisfaction during recurring support scenarios.

Live Chat

Mojo Helpdesk’s Live Chat feature enables real-time communication between customers and support agents through the help desk interface. This immediate interaction allows agents to resolve issues quickly, improve engagement, and provide personalized assistance. Integrated chat history ensures continuity and context in ongoing conversations. Mojo’s live chat boosts customer satisfaction by offering fast, convenient support while enhancing agent productivity and overall service responsiveness.

Macros (Templated Responses)

Mojo Helpdesk’s Macros (Templated Responses) feature provides pre-written replies for common customer queries, enabling agents to respond quickly and consistently. These reusable templates save time, reduce repetitive typing, and ensure messaging accuracy. Macros can be customized to suit different scenarios, improving communication quality and efficiency. Mojo helps support teams maintain a professional tone while handling tickets faster, contributing to better service delivery and user satisfaction.

Multi-Channel Communication

Mojo Helpdesk’s Multi-Channel Communication feature allows customers to reach support through email, web forms, and other integrated platforms. All incoming messages are centralized into a single ticketing system for streamlined handling. This ensures consistent service, regardless of the communication channel used. Mojo helps organizations respond effectively across platforms, maintain complete ticket histories, and deliver a unified, efficient support experience to customers.

Self Service Portal

Mojo Helpdesk’s Self Service Portal empowers users to submit tickets, search the knowledge base, and track request statuses independently. The portal is user-friendly and customizable, offering 24/7 access to support resources. This reduces the burden on agents while improving customer satisfaction. Mojo’s self-service portal encourages customer autonomy and ensures faster issue resolution, allowing support teams to focus on more complex, high-priority inquiries.

Social Media Integration

Mojo Helpdesk’s Social Media Integration connects social platforms like Facebook or Twitter with its ticketing system, turning user messages and comments into actionable tickets. This ensures timely, organized responses across digital channels. Support teams can monitor and respond to social media queries without switching tools. Mojo improves brand presence, responsiveness, and service continuity by integrating social conversations into its centralized customer support workflow.

Surveys & Feedback

Mojo Helpdesk’s Surveys & Feedback feature allows organizations to gather post-interaction insights through customizable customer satisfaction surveys. Customers rate their support experience, helping teams identify strengths and areas for improvement. Feedback is stored and analyzed to inform support strategies. Mojo promotes continuous service enhancement by capturing real customer perspectives, enabling organizations to maintain high-quality support and build stronger customer relationships.

Ticket Management

Mojo Helpdesk’s Ticket Management system streamlines the handling of customer inquiries by organizing them into trackable, assignable support tickets. It supports priority levels, custom fields, and status updates for efficient resolution. Agents can collaborate, add notes, and maintain detailed ticket histories. Mojo ensures a transparent and structured approach to customer service, helping teams resolve issues faster and maintain a high level of organization and accountability.