Mojo Helpdesk Erfahrungen

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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!

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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!

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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!!!!

Vorteile

It is easy to set up, easy to use, and they regularly add features. Their support (the rare times we need it) has been outstanding.

Nachteile

Searching is a little counter-intuitve, but it works OK. Because we're a Windows/Active Directory/365 shop, the fact that it is based on Google could be considered a drawback.

Vorteile

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.

Nachteile

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.