About Mojo Helpdesk


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.



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Supported Operating System(s):

Web browser (OS agnostic)

65 Reviews of Mojo Helpdesk

Average User Ratings

Overall

4.46 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(35)

4 stars

(25)

3 stars

(5)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 65 reviews

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December 2017

Alexandra from LACMA

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

December 2017

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

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.

December 2017

Christopher from Ability Connection Colorado

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

December 2017

This is a pretty good service over all.

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.

December 2017

Russ from Scotts MiracleGro

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

December 2017

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

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.

December 2017

Dennis from Cle Elum-Roslyn School District

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

December 2017

Handy, easy to use, economical, integrated Google support

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

December 2017

Rocky from GNC

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

December 2017

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

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.

December 2017

Clinton from NHPCO

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

December 2017

Great support ticket system & very user friendly

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.

December 2017

Juli from Heilicher Minneapolis Jewish Day School

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

December 2017

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

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.

March 2018

Samuel from Cle Elum-Roslyn School District

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

Easy to use ticketing system.

Pros

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.

Cons

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.

December 2017

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

December 2017

Easy to implement ticketing system

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

Pros

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

Cons

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.

November 2014

Dan from Sports Organization

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

November 2014

A review of Mojo Helpdesk

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.

December 2017

Pari from Netgear Solutions

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

December 2017

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

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.

December 2017

Phil from Amboy CUSD 272

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

December 2017

Great

Pros

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.

Cons

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.

December 2017

Devlynne from Monroe County Board of Education

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2017

MoJo changed the world for our IT department!!!

Pros

That everyone in our school system has access to it, can take control of reporting problems, that every technician gets the tickets and can decide who will handle it best, the Mojo dashboard becomes our "to do list" for the day/week, and we can check the dashboard before leaving a location in case a new ticket has arrived!!!!

June 2018