Mojo Helpdesk Software


 

Mojo Helpdesk is a cloud-based help desk system that serves businesses of all sizes. It helps managers in product, IT, facility maintenance, customer service, and operations domains to handle internal support issues and customer support. Primary features include ticket management, user management, workflow automation, SSL security and reporting.

Mojo Helpdesk allows users to establish automated ticket responses, custom email templates and time tracking. It also offers a performance metrics dashboard, storage management and a knowledge base feature. Mojo Helpdesk integrates with Google Apps and Zapier.

Agents can manage tickets by creating ticket forms, assigning, updating and viewing open tickets. Users can access an overall performance view that tracks time and SLA targets and provides summary reports.

Mojo Helpdesk is available in monthly and annual subscription pricing options.The software offers Android and iOS mobile applications. It is available globally and offers customer support in English, Spanish and French.

 

Mojo Helpdesk - Dashboard
 
  • Mojo Helpdesk - Dashboard
    Dashboard
Supported Operating System(s):
Web browser (OS agnostic)

60 Reviews of Mojo Helpdesk

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Barry from Wachusett Regional School District

December 2017

December 2017

Mojo Helpdesk does everything we need it to do at a very affordable price.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

Google integration is a must for our organization. It allows us to make Mojo Helpdesk available to all of our staff members, in 12 locations, without any administrative setup or maintenance.

Cons

The renewal process when using a purchase order could be smoother. I have to open a ticket to request an invoice every year.

Review Source: Capterra
 

Christopher from Hudson Valley Mental Health
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

I implemented Mojo for our organization and still serve as the administrator.

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Functionality

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We have a small team that serve as "agents", but it has made coordinating and tracking tickets much easier for us.

Pros

The software is easy to use for both the agent and the end user. Our organization has a lot of technologically deficient staff and we have never had a complaint that it was hard to use.

Cons

I would like to have more options to report out on historical tickets. Right now we are limited to 30 day increments, but I want to see lifetime records.

Review Source: Capterra
 

Clinton from NHPCO

December 2017

December 2017

Great support ticket system & very user friendly

Ease-of-use

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Pros

It is very flexible and gives you the option of creating custom fields to use on your ticket forms. It has a great look and feel for end users. The ticket form setup is easy enough that even basic users can easily design and edit the forms.

Cons

The options can't be changed for most system fields. So while you can create a custom field to use in place of the system field, things like the priority indicators are useless if you don't use the system field.

Review Source: Capterra
 

Christopher from Ability Connection Colorado

December 2017

December 2017

This is a pretty good service over all.

Ease-of-use

Functionality

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Pros

It provides a pretty good threaded conversation that helps us track how we are doing and that everyone gets the support they need.

Cons

From what I am told from end users, the emails they receive when we provide follow up questions, etc, are confusing/lack enough information. I have looked from their view and that is how it appears to me. I often do not hear from people when I pose a question back to them and they indicate it is because they did not see it and do not go back often to look at status. I know that is on the users to go look, but it would be great if they got a clear message with our response in the body of the email.

Review Source: Capterra
 

Russ from Scotts MiracleGro
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2017

December 2017

The application has been very reliable and easy to deploy across an organization.

Ease-of-use

Functionality

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Ease of adoption/acceptance by the user community. Transformed departmental workload from individual e-mail requests to departmental requests. By providing workload transparency at a department level the support model improved overall customer support. Minimized requests from falling through the cracks.

Pros

The ability to use forms to collect detail on support issues. Particularly info to drive metrics for continuous improvement efforts.

Cons

Functionality to prevent users from creating duplicate tickets. Duplicate tickets can impact metric reporting if not managed correctly.

Review Source: Capterra
 

Didzis from ECENTA AG
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Helpdesk works quite well though there are couple of limitations that really should not be.

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Pros

Simple and easy to use.
Having minimum number of characters for Pros goes against simple and easy

Cons

There are certain limitations which does not make sense and there are no workarounds and support is helpful as most of the times answer is the fix/feature will be delivered sometime in future. I've been using Helpdesk for 1,5years and requests raised 1year back, has not been addressed.

Review Source: Capterra
 

Juli from Heilicher Minneapolis Jewish Day School
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

We've been exceptionally happy with Mojo. Our staff uses it with ease!

Ease-of-use

Functionality

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This is our Helpdesk for IT. We can have our staff use it instead of emails, which get buried, to connect with our department and can organize and plan who will take on a task.

Pros

Easy to onboard and use! We've found Mojo to be exceptionally simple for all members of our staff to use! We had a simple transition to this system!

Cons

Nothing, I'm very happy! We really like Mojo and so do our staff members. If anything, it could be a little less bare bones in terms of look, but that's not important.

Review Source: Capterra
 

Julen from ULMA Embedded Solution
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Good workflow for tickets but few functionality profiles and messaging policies

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Pros

Good workflow for tickets. Ticketing is somehow agile process, and clients interaction has been successful. Good reporting

Cons

Few functionality profiles and messaging policies. Emailing must be avoided for users and only might be for administrators.

Review Source: Capterra
 

Greg from Cheyenne Mountain 12 School District
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2017

December 2017

Easy, budget friendly, works for a team support setup.

Ease-of-use

Functionality

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Pros

Google integration for our users is key to making the process easy enough to get most people to use it.

Cons

Triggers become cumbersome to setup and the number of emails could have additional options to limit. The iOS app needs a facelift and better google integration.

Review Source: Capterra
 

Martin from Yellowknife Education District No. 1

December 2017

December 2017

Does what a ticket system is supposed to do and is easy to use

Ease-of-use

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Pros

Ease of use. Connects to our G Suite apps for easy finding by users. Email replies also get added to the ticket stream

Cons

It can be difficult to filter for information at times. Also, the dashboard information only works for 30 days at a time so trying to get numbers for a 3 month period has to be done a month at a time

Review Source: Capterra
 

Pari from Netgear Solutions

December 2017

December 2017

I have used this software for 15 years. It is simple to use, they have many plans, & it works well!

Ease-of-use

Functionality

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Pros

It's easy to use, notifications are prompt, I can manage multiple clients with one portal. Clients seem to like it as well. Ticket #'s are useful.

Cons

I am not sure if there is an app, we use the web on our phones, also notifications could be a bit more informative. The software/system should help us keep better track of things that fall off the radar. We tried escalations, but it didn't seem to nail it.

Review Source: Capterra
 

Jordan from Near North Montessori

December 2017

December 2017

Site is easy to navigate and keeps tickets manageable.

Ease-of-use

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Pros

Ability to respond to more than just ticket creator. I also like the stark layout that isn't cluttered with unnecessarily distracting graphic design.

Cons

When tickets have been closed/reassigned, linking from email takes me to an empty page instead of to ticket details.

Review Source: Capterra
 

Paul from Wasco County Oregon
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Give Me My MOJO!!! Our orgainization has been using Mojo Helpdesk for years and love it!

Ease-of-use

Functionality

Product Quality

Customer Support

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Tracking issues and time spent on issues were major benefits we got from it. Having customers being able to see what is happening with their issue is a major benefit as well.

Pros

Easily integrates with Google G Suite.
Easy to setup and get running.
Customization of forms and ques is great! (We use it for Information Services and Facilities)
Agent and user management are easy.
Simple feed back from customers upon close.
My helpdesk staff love the MOJO score and always shooting for 100%!

Cons

Limited customize reporting. I know the data is there I just can't get to it. (ie. I want to look an agents MOJO for the whole year but can only pull up 30 days worth. Not every good for yearly evaluations.)
Can't connect Google sub domains.
No inventory or remote control options.

Review Source: Capterra
 

Ricardo from Grupo Provivienda

December 2017

December 2017

The software is good.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

MojoHelpdesk have some pros, like you easily can create a form in seconds. The triggers and automations are fantastic too.

Review Source: Capterra
 

Rocky from GNC
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2017

December 2017

I was presented a half-utilized tool from a previous owner and found it easy to adapt to my needs.

Ease-of-use

Functionality

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Organization and ease of reporting the quantity of work being completed on a regular basis.

Pros

It is very easy to update and change queues, users, and forms. The training material was presented in a way that was very user friendly and after viewing I felt that I could successfully navigate the features available.

Cons

It is difficult to get my users and agents to regularly use the tool in lieu of sending emails. I feel like the main screen can be slightly intimidating to new users. I also do not like how the "My Tickets" section feels so different than the open tickets screen. As a user who utilizes both roles, the disconnect is apparent.

Review Source: Capterra
 

Mich from Boys & Girls Clubs of Pueblo County
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Awesome product! User friendly, simple, clean line and effective to our needs.

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No paper tickets all electronic. User friendly for people who are not computer savvy.

Pros

Simple in design. User Friendly. Ticket assignment. Also, that it is integrated with google mail. I can't speak about customer support because I have not need to use that feature.

Cons

I would like a reminder email if ticket has not be resolved. In addition how long you can set the reminder hourly, daily, weekly, or monthly.

Review Source: Capterra
 

Dennis from Cle Elum-Roslyn School District

December 2017

December 2017

Handy, easy to use, economical, integrated Google support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Workload accountability, job ticket queue management

Pros

Easy to use (frontend & backend)
Multi-platform app support
Customized ticket forms, as many as you want
Handy knowledgebase portal supports FAQs, links, videos :-)
Some FAQ type formatting options
Knowledgebase content can be turned on/off for testing

Cons

Cannot copy or duplicate forms (for tweaking/repurposing)
Severely-limited appearance/branding options
A separate (printable) FAQ article Markdown Preview "cheat sheet" would be nice

Review Source: Capterra
 

Alexandra from LACMA

December 2017

December 2017

Mojo is great. We currently have 4 Mojo forms, IS, AV, Ops, and a Web help desk, its easy so easy t

Ease-of-use

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Pros

Accessibility. I love that I can access this help desk from my phone and reply back to the users right away. Our previous help desk didn't have that feature.

Canned responses are so nice to have, we continually have repeat tickets and typing out the same message each time is so time-consuming and annoying.

Cons

Last month we were receiving spam requests which come in on a daily basis. We enabled "confirmation required" setting for new users in MojoHelp Desk - for now.
We tried to block the email addresses by suspending spam users, but that list just keeps populating with new spam users.
Hoping these keeps spammers out for now.
Also, regarding the report tool, its limited to a certain timeframe, it would be nice if I could pull a group of tickets from 2 years ago.

We currently have 4 mojo help desks here at LACMA it would be nice if we could get better pricing for all the forms. We were thinking of adding an additional form but price deterred the department from buying.

Review Source: Capterra
 

Amanda from Terra State Community College

December 2017

December 2017

Overall this has been a great tool for us. We use it for keeping track of marketing project requests

Ease-of-use

Functionality

Product Quality

Customer Support

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Pros

The ability to create forms and tickets easily. I am the manager so I also like being able to place tickets on my watch list to keep up with them.

Review Source: Capterra
 

Marcos from Apoyo Financiero
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

I have used MHD for a year and a half and it works ok. We like it in general.

Ease-of-use

Functionality

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IT administration.

Pros

Cool admin interface.
Easy ticket administration.
Fast and reliable.
Cool triggers.
Easy exporting tools.

Cons

For normal users, the UI could be better, you could improve the UI (ticket users) and make it better.
The email field is not the same that the cc email field suggestion features in the admin section.
No control events programming (if the user clicks on an option, we can not open a specific control or we can not make visible a specific control if a user event or option occurs).

Review Source: Capterra
 
 
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