Product Overview of Mojo Helpdesk
Mojo Helpdesk is a comprehensive, cloud-based ticket tracking and helpdesk platform designed to enhance both employee and customer service experiences while reducing operational costs. Here’s a detailed look at what the product does and its key features.
What Mojo Helpdesk Does
Mojo Helpdesk centralizes and manages various types of requests, including IT support, customer service, facility and maintenance management, product management, operations management, and human resources tasks. It streamlines the process of handling tickets, automates repetitive tasks, and provides a self-service knowledge base to reduce the volume of incoming requests.
Key Features and Functionality
Ticket Management
Mojo Helpdesk allows users to centralize, assign, prioritize, and tag tickets efficiently. It supports automated workflows, round robin assignments, and customizable ticket forms to ensure tickets are handled promptly and appropriately.
Knowledge Base
The self-service knowledge base is a powerful tool that can cut down up to 90% of incoming requests by providing quick answers to frequently asked questions (FAQs). This feature helps in reducing the workload on support teams.
Automation
Automation is a key feature that saves time and effort by automatically executing a set of actions on targeted tickets. This includes auto-assigning tickets, sending reminders, and performing other repetitive tasks.
Customer Portal
The Help Center serves as the customer-facing interface where users can search support articles, view social media streams, find contact information, or create and manage support tickets. It is customizable to match the organization’s branding.
Integration and Accessibility
Mojo Helpdesk integrates seamlessly with Google Workspace and Microsoft 365, allowing for single sign-on and easy navigation between platforms. It also supports email integration, enabling ticket creation directly from emails.
Reporting and Analytics
The platform offers robust reporting and analytics tools, including time tracking, priority management, and customizable dashboards. These features help in measuring customer satisfaction, tracking time spent on tickets, and generating detailed reports using tag filters.
User Management and Roles
Mojo Helpdesk uses a role-based system with seven types of user roles, including Admins, Owners, and Users, each with defined access rights and privileges. This ensures that the right people have the necessary permissions to manage and configure the helpdesk settings.
Asset and Service Management
The platform supports asset management, allowing users to manage maintenance contracts, create tickets related to assets, and display news alerts in the public knowledge base. It also includes features for managing service level agreements (SLAs).
Collaboration and Communication
Mojo Helpdesk includes collaboration tools such as staff notes, which centralize team communication within the ticket. This keeps internal notes and customer responses in one place, enhancing team coordination and efficiency.
Mobile Access and API
The platform offers mobile access, ensuring that users can manage tickets and access the helpdesk from anywhere. Additionally, the Mojo Helpdesk API allows third-party developers to create, edit, update, delete, and export tickets, users, and comments, providing extensive customization options.
In summary, Mojo Helpdesk is a versatile and powerful tool that streamlines support operations, automates tasks, and enhances customer satisfaction through its comprehensive set of features and functionalities. It is designed to be user-friendly, scalable, and adaptable to various departments within an organization.