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

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

Overall it has been very easy to set up, use and onboarding everyone. Great value for money.

Onboarding was a breeze for internal agents and our clients. Also, we were able to contact support and connect with them to share our issues. They addressed one of the problems in their very next release update which was impressive.

Reporting could be better. Limited out-of-the-box reports. For anything additional, you have to revert to data export.

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

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.

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.

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

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

Workload accountability, job ticket queue management

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

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

The ability to create, manage and track work requests. This has been very helpful internally but our clients have not embraced it.

Great value for the cost. Integration with Google Apps login. Ability to create tickets by email and assign to specific queues is very helpful.

Without some considerable programming ability it seems impossible to create tickets based on a data feed. Support for common day to day activities is good but not for more involved activities.

A stable and reliable helpdesk ticketing system.

It's very easy to manage with easy integration into google. We are able to add users in just a few seconds and the system is very low maintenance.

I would like to add a comment area on the rating system. If we receive less than five stars, we would like to know additional details.

This software definitely deserves a 10 ratings. Goodjob

Its really easy using this software, a user friendly app. We use Mojo everytime we have issues or problem in our account. I was amaze how easy to use this app cos its not complicated and not over power. Great software!

Choices are limited or not all possible issues are available, hope theres more choices to send tickets.

Has the key features needed for a ticket system. Easy to use. Very affordable. Some other ticket systems may have additional advanced features but they tend to be much more expensive.

I don't have any cons related to this specific software, but most ticket systems in general tend to focus on support as a separate activity than CRM. For one of my companies, we moved to a system that tries to combine both CRM and Ticketing. Not all businesses need this combination.

user interface is simple Ability to track man hours per ticket Triggers and rules Customer service

Inability to create child Tickets Ticket progress status options are not customizable. Attaching of documents is possible, but data storage on your own servers is not allowed so you must pay high fees to store your own documents.

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.

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.

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

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.

I use it daily to create tickets, escalate tickets and also point our faculty and staff to forms that populate within Mojo. It works very well for all these things. The buttons look like buttons, intuitive design, easy to use. A couple things like searching for tickets with a search filter, were a bit confusing at first but i figured it out on my own within a minute.

Really easy to use app and very useful. It loads fast, requires no training really to pick up and start using because the design is really intuitive.

Not much, it is plain looking but I don't care.

I like how much customization there is without sacrifice to functionality. There are a lot of options when it comes to creating specific tickets for certain IT related jobs, such as a password reset template or a chromebook profile change.

With all of its customization, it is easy to go crazy on modifications to the point where people do not know how to maneuver through the website anymore. It's a positive as much as it is a negative.

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.

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.

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.

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!

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.

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

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.

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.

Simple web based work order system

Web based. Ties into Google Suite. Multiple forms, ques and routing available. Great customer service.

Reporting is not the best. Only 1 Month of an employees Mojo (customer ratings) can be pulled up in the report. Can only associate with 1 Google domain.

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.

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.

We have been using Mojo Helpdesk for the past 7 years. About once a year, we do a review of the help desk and ticket tracking software to see if we can find something more user friendly at a better price. So far, we have not been able to find one. One of the great things about Mojo Helpdesk is the customer portal. Each person in our company is able to have an account and submit task requests. Other software vendors charge by the user. Mojo Helpdesk allows you to have as many users as you need. We are also able to group users by department or group. This helps because we can allow everyone from a group to see the tickets their co-workers have submitted. That way if someone is out of the office or leaves the organization, other people in the group can still see what was submitted without a lot of extra work. One last thing that we really have enjoyed is customizable ticket forms. This lets us set up the form the way we want and not the way another company thinks we want it. We can also use multiple ticket forms to allow different ways to request information. Customer service has been exceptional. Whenever we have a question, someone from customer service has gotten back to us within a business day with an answer to the question. A couple of things I think would be helpful are a calendaring system that would allow us to track all of the projects and allow people who are requesting projects see when a project might be done. Also, having a variable form that shows specific fields only when a radio box is select or a specific answer in a drop-down is selected would be great. But overall, Mojo Helpdesk has helped us track our projects more efficiently.

Love mojo!

This software is very easy to use and has given me the opportunity to make triple the amount of dials I was able to make with other programs.. The information is gives is also very reliable

If you are looking for a shiny and pretty dialer this is not the one. It is a very basic format. Other than that I love it.

Rarely missing reports unlike an email solution

Ability to customize forms to minimize user submission time. This has a allowed us to create several forms that the end use can select based on their situation and needs.

Customization is a powerful feature, but isn't always that intuitive. Learning curve can be steep for new users.

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.

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

It works well. The searching is ok but could be better. I like the ability to send out surveys after a ticket is marked as solved.

There is currently no ability to merge tickets. This is something that I consider essential, and if it wasn't mandated by my company that we use Mojo, I would not have considered it as an option because of this missing feature.