Mojo Helpdesk (starting price $29 per user per month for Mojo Professional) is a no-brainer for small customer service shops looking to move past email inboxes and whiteboards for ticket management. Feature-wise, Mojo doesn't compare with our Editors' Choice heavy hitters in this helpdesk space, HappyFoxand Vivantio Pro, but at a fraction of their cost, it may be worth the tradeoff for customers who are primarily focused on value.
Setup
Implementing Mojo Helpdesk starts with a simple registration process. The 30-day trial period gets things going, and you're not required to enter payment information until the end of your trial, which is a refreshing change compared to most of the competition. The key step in enabling your support team is to configure agents (your customer service staff). Groups define corporate relationships between customers and allow you to manage which queues are available for certain users (which can be customers or agents) to submit tickets. Unfortunately, users can only be assigned to a single group, which can make your group organization strategy a little more critical than it might otherwise be.
As with the majority of its competitors, Mojo Helpdesk uses roles to determine what actions a user can perform. Unfortunately, Mojo doesn't offer the ability to customize roles like much of the competition, especially Vivantio Pro and even Cayzu, so you're stuck with what's provided out of the box. Customers are able to see the help center (FAQ and knowledge base), and if given group access will be able to see any ticket submitted by their group (very useful when the customer has a support team of their own). Agents are typical helpdesk-level users, and have access to all tickets within the system, though you also have the ability to create restricted agents that only have access to the queues you designate. Restricted agent access to ticket queues is defined on a per-user basis, making this functionality suitable primarily for small shops or those with limited turnover. The Managers role adds the ability to change some settings and run reports, import and export customer or ticket information, manage users and groups, as well as define automation rules. Admins have the ability to manage billing information, configure top level settings, and even shut down the Mojo account.
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One of Mojo's strengths is the ability to create custom ticket forms, choosing how the form is named, which fields are visible, and which are required. Custom ticket forms help ensure information critical to providing responsive customer service is available from the beginning, potentially reducing time wasted on requesting information from the customer.
Custom branding is a weak spot for Mojo. You can customize colors and background images, even add a logo, but there just aren't a lot of options or flexibility like we've seen in other to-level competitors like HappyFox. Mojo does offer a developer API, so if you're up for a certain amount of custom coding, it would be possible to work Mojo into custom workflows with other web services used by your business, but this wouldn't help much if custom branding is your real need. Aside from the API, Mojo also integrates tightly with Google G-Suite out of the box, which can help if your service organization wants to also standardize on GMail and Google Docs, for example.
Ticket Management
Ticket queues are at the core of how Mojo assigns and manages tickets. When a queue is created you have the ability to associate an email address, which allows customers to create a ticket within a specific queue simply by sending an email. The queue can also be configured as an option for customers to select when creating a ticket through a web form, or automatically defined based on the ticket form being used.
Mojo encourages prompt and thorough ticket handling through healthy competition fostered by gamification. Each agent has a rating, or "Mojo Number," which determines his or her placing on the leader board. The leader board can also be viewed from the perspective of groups and queues. Mojo Numbers reflect customer satisfaction, the more satisfied your customers are on average the higher your Mojo.
A key time saver in managing tickets is automation. Using a simple set of filters and actions you can set up automatic events that occur when certain conditions are met by a ticket. A few automations are created by default, two that remind the customer to mark a solved ticket as satisfactory, and another that changes the status to closed after the ticket is solved for five days. The rules-based automations are created using a simple, though relatively busy, web form. This method of creating automations is easy enough for users to handle and the Test Search button helps to ensure that your automation isn't catching unintended tickets.
Customer Self-Service
Like some of its competitors, Mojo provides the ability to create a knowledge base for customers to provide quick answers to common questions. Mojo's knowledge base feature allows you to create articles and put them into a hierarchical category structure, making it easy for users to find the answers they're looking for.
However, beyond publishing and categorizing knowledge base articles Mojo doesn't offer much in the way of self-service tools. There's also no way to manage a knowledge base for internal use, limiting usability for internal support staff.
Reporting
Mojo's reporting system is much like other functionality seen throughout the service: informative and easy to use, but a little lacking for all but the most basic users. The dashboard shows trends of opened and closed tickets for a specified time period, giving you a quick view of your helpdesk's workload. The Event Log gives you a look into the goings on of your helpdesk, down to individual actions being performed by your agents, making it handy in audit situations. The Aging Summary report breaks down the age of your open tickets by agent, form, queue, and type, helping you pinpoint areas where tickets stay open longer than desired. For those saddled with service level agreement obligations, the SLA Targets report helps you monitor and measure SLA-related performance, showing results as pass/fail along with aggregated success rates.
Unfortunately Mojo doesn't provide much in the way of report creation or customization capabilities, so you're pretty much restricted to what they've built for you. That's disappointing since the software does allow you to create custom fields and forms -- being able to report based on that data would be handy. While canned reports are a fact of life for some of the helpdesk packages in this roundup, the number that does provide custom reporting, like Samanage, is increasing and those that do have a distinct advantage.
Integration
Mojo's primary integration point is with Google Apps, which gives you the ability to link your Mojo Helpdesk instance and Google Apps domain. Users will be able to perform single sign-on from their Google Apps account.
Developers can make use of Mojo's Representational State Transfer (REST) API, but integrations of this sort are beyond the typical end user, or even the typical power user since some relatively sophisticated scripting ability is required. That means a lack of easily usable, value-added integrations (i.e. allowing you to tie your helpdesk in with your CRM or billing service) are yet another weak spot for Mojo Helpdesk, particularly when compared to a competitor that excels in this area like HappyFox.
Get Your Mojo?
But while it has a number of competitive weak spots, a big selling point for Mojo Helpdesk is its entry-level pricing, which is free, though it's important to note that this option come with some caveats. While the Mini Me tier is free there are a couple of serious limitations, not the least of which is the maximum of three agents. The Professional tier will set you back $29 per month (for up to 10 agents with an additional $2 per agent per month beyond ten), while the Enterprise version runs $99 per month (also for up to 10 agents with an additional $3 per agent per month beyond 10). Finally, there's a Mojo Unlimited tier that costs $399 per month for an unlimited number of agents.
The Enterprise tier is needed for features like Restricted Agents, domain branding, and custom SSL certificates. This is worth a close look because even at the Enterprise tier, Mojo has a good price point compared to much of the competition.
Mojo Helpdesk does just fine in the day-to-day management of helpdesk tickets, and even offers some helpful functionality such as custom ticket forms. We're also really big fans of the Mojo Number concept, including the leaderboards, and, of course, the low price of the entry level service will be enticing to small support shops. But, if your company needs any significant sophistication in reporting, automation, or branding, you might need to look at something more flexible, like HappyFox or Vivantio Pro.
Mojo Helpdesk offers entry-level pricing, but has a somewhat limited feature set if what you're after is custom reporting and branding.
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