Mojo Helpdesk Software

Love mojo!

Pros

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

Cons

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

Pros

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.

Cons

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

Simple web based work order system

Pros

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

Cons

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.

Pros

This is a great tool , very easy and convenient and affordable too. Helps you with online ticket tracking etc.

Cons

I do feel there is something in this which i do not like. The product works well and is very affordable.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

Pros

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

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.