Mojo Helpdesk

"Handy, easy to use, economical, integrated Google support"

Commentaires: Workload accountability, job ticket queue management

Avantages: 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

Inconvénients: 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

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

Avantages: 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.

Inconvénients: 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.

"Helpdesk works quite well though there are couple of limitations that really should not be."

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

Inconvénients: 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.

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

Commentaires: 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.

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

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

"Easy to use ticketing system."

Avantages: 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.

Inconvénients: 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.