Manual ticket assignment is a thing of the past. With Mojo bots, Admins and Managers can automate ticket routing based on a defined set of conditions. There are three ways to assign tickets automatically: Assign to a Specific Agent –...
Your Mojo Bots Are Ready — Migrated from Classic Automations
As part of your journey to the new Mojo Experience, we’ve done a bit of behind-the-scenes work: active Automations from the Classic UI have been automatically migrated into Mojo bots. This change saves you the time and effort of manually...
Keep the Bad Guys Out: Use the Mojo Helpdesk Firewall
Keep your Mojo Helpdesk secure and spam-free by using whitelisting and blacklisting. These tools let you control who can log in, register, or create tickets—based on email domain, IP address, staff IP address, email address, or language. Whitelist: Only users...
How to Tell if a Ticket Was Created by Email
Wondering if a ticket or response was created by email? Check the top-right corner of the message for an envelope icon. This will indicate that the message was created by email. Clicking the envelope opens the original email, exactly as...
Catch Tickets Before They Breach SLA
Mojo Helpdesk makes it easy for managers to be proactive in meeting SLA targets by surfacing tickets that are about to breach the SLA. Go to the reports page > SLA > and select “view tickets about to breach”. This...
Mojo Pro Tip: Open vs. Resolved Tickets
Tickets can have different statuses, but they all fall into one of two meta categories: Open or Resolved. Agents can filter by these meta statuses when searching or exporting tickets. For example, instead of exporting separate files for each status...
Clean Up Duplicate Tickets with Ticket Merge
When a customer submits several tickets for the same request, it can cause confusion and slow down agent workflow. Mojo’s ticket merge helps make combining related tickets into a single thread easy, preventing miscommunication and keeping all updates in one...
Accurately Measure SLA Performance with Queue-Specific Policies
Tracking response and resolution times is important, but not every queue may need an SLA. In Mojo Helpdesk, admins can configure multiple SLAs and apply them to specific queues or ticket types. This ensures the help desk team's SLA performance...
Gain Full Visibility with the New SLA Inspector
The SLA Inspector provides detailed insights into how SLA targets are calculated and tracked for each ticket. It answers key questions like: Which business hours and SLA policy were applied? Who breached the SLA? and Why was the timer paused?...
Mojo AI Copilot and New Features Live Webinar (4/17/25)
Get an inside look at how Mojo is evolving with AI to help you work smarter. This live session will showcase the latest productivity features and give you a glimpse into the AI tools we’re building. Webinar Highlights Mojo AI...