Mojo Helpdesk Features
What are the features of Mojo Helpdesk?
Platform
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
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Mojo Helpdesk Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 121 Mojo Helpdesk reviews. | 70% (Based on 121 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. 141 reviewers of Mojo Helpdesk have provided feedback on this feature. | 75% (Based on 141 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 147 Mojo Helpdesk reviews. | 83% (Based on 147 reviews) | |
Integration | As reported in 128 Mojo Helpdesk reviews. Integrates with other customer service software to improve support and enhance functionality | 80% (Based on 128 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 138 Mojo Helpdesk reviews. | 78% (Based on 138 reviews) | |
Dashboards | Displays important metrics relating to performance This feature was mentioned in 147 Mojo Helpdesk reviews. | 80% (Based on 147 reviews) |
Ticket and Case Management
Ticket Creation User Experience | As reported in 174 Mojo Helpdesk reviews. User Experience of creating and submitting a ticket | 86% (Based on 174 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response This feature was mentioned in 173 Mojo Helpdesk reviews. | 86% (Based on 173 reviews) | |
Workflow | As reported in 163 Mojo Helpdesk reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 86% (Based on 163 reviews) | |
Automated Response | Based on 155 Mojo Helpdesk reviews. Respond to common requests with standard reply | 83% (Based on 155 reviews) | |
SLA Management | See feature definition | As reported in 139 Mojo Helpdesk reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 80% (Based on 139 reviews) |
Attachments/Screencasts | Based on 167 Mojo Helpdesk reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 83% (Based on 167 reviews) | |
Ticket Collaboration | As reported in 161 Mojo Helpdesk reviews. Share and collaborate on tickets with multiple customer service representatives | 84% (Based on 161 reviews) | |
Customer/Contact Database | Central repository for account and contact information 141 reviewers of Mojo Helpdesk have provided feedback on this feature. | 83% (Based on 141 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 165 reviewers of Mojo Helpdesk have provided feedback on this feature. | 87% (Based on 165 reviews) | |
Email to Case | Based on 169 Mojo Helpdesk reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 86% (Based on 169 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 122 reviewers of Mojo Helpdesk have provided feedback on this feature. | 78% (Based on 122 reviews) | |
Social Media Integration | As reported in 110 Mojo Helpdesk reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 71% (Based on 110 reviews) |
Self-Service Experience
Knowledge Base | Based on 51 Mojo Helpdesk reviews. Provides a repository of information that can be used by those seeking support. | 83% (Based on 51 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 50 Mojo Helpdesk reviews. | 80% (Based on 50 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices 41 reviewers of Mojo Helpdesk have provided feedback on this feature. | 72% (Based on 41 reviews) |
Self-Service Platform
Branding | As reported in 46 Mojo Helpdesk reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 79% (Based on 46 reviews) | |
Automation | Based on 44 Mojo Helpdesk reviews. Automates some or all operation related tasks | 77% (Based on 44 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 40 Mojo Helpdesk reviews. | 78% (Based on 40 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. 18 reviewers of Mojo Helpdesk have provided feedback on this feature. | 80% (Based on 18 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 21 Mojo Helpdesk reviews. | 88% (Based on 21 reviews) | |
Macros | Based on 16 Mojo Helpdesk reviews. Allows administrators to create templated responses to frequently asked questions. | 83% (Based on 16 reviews) |
Channels
As reported in 19 Mojo Helpdesk reviews. Ability to connect agents with customers through Live Chat.
| 82% (Based on 19 reviews) | ||
Social | Connects employees with customers through a social media solution. This feature was mentioned in 16 Mojo Helpdesk reviews. | 81% (Based on 16 reviews) | |
Live Chat | As reported in 15 Mojo Helpdesk reviews. Ability to connect agents with customers through email.
| 83% (Based on 15 reviews) | |
Phone | Connects employees with customers through a calling solution. This feature was mentioned in 16 Mojo Helpdesk reviews. | 74% (Based on 16 reviews) | |
Text | Ability to connect agents with customers through text message solution.
This feature was mentioned in 16 Mojo Helpdesk reviews. | 77% (Based on 16 reviews) |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. 17 reviewers of Mojo Helpdesk have provided feedback on this feature. | 79% (Based on 17 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 17 Mojo Helpdesk reviews. | 82% (Based on 17 reviews) | |
Visitor Activity | As reported in 17 Mojo Helpdesk reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 88% (Based on 17 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 20 reviewers of Mojo Helpdesk have provided feedback on this feature. | 93% (Based on 20 reviews) |
Productivity Tools
Notes | As reported in 14 Mojo Helpdesk reviews. Allows users to leave notes or comments on emails or relevant cases. | 86% (Based on 14 reviews) | |
Internal Discussion | Based on 16 Mojo Helpdesk reviews. Provides a dedicated space or a thread feature that allows for long-form discussion. | 83% (Based on 16 reviews) | |
Assignments and Tasks | Based on 16 Mojo Helpdesk reviews. Offer in-application assignment and task tracking functionality. | 93% (Based on 16 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 14 Mojo Helpdesk reviews. | 86% (Based on 14 reviews) | |
Templates | As reported in 15 Mojo Helpdesk reviews. Allows users to create canned answers or templates for email responses. | 81% (Based on 15 reviews) | |
Integrations | Integrates without outside software to provide additional functionality or pull information. 11 reviewers of Mojo Helpdesk have provided feedback on this feature. | 83% (Based on 11 reviews) | |
Tagging System | As reported in 15 Mojo Helpdesk reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 79% (Based on 15 reviews) |
Analytics
Trends | As reported in 12 Mojo Helpdesk reviews. Analyzes trends in email content and resolution. | 72% (Based on 12 reviews) | |
Performance Tracking | Based on 14 Mojo Helpdesk reviews. Tracks performance and productivity of users inside the application. | 77% (Based on 14 reviews) |
