New features

• Added automations - automatically update tickets or take action like emailing someone based on conditions you specify. It can be useful for creating escalation rules, automate assignments or pinpoint service level violation for example.
• Added an event log - provides a record of all actions done on tickets, guest request, users and companies.
• Added a new warning system, displaying several warning messages in the login menu on helpdesk screen.

Changes & Improvements

• Added date range for "created on" field in ticket advanced search
• Plans are updated to include automations and event log support

System upgrade

• Upgraded MySQL DB software from 4.1 to 5.1
• Upgraded to Rails 2.3.2

New features

• Added (restored) the "Email Notification" option, allowing technician to choose if email notification shall be sent when making public comments and/or changes to the ticket.
• Added a link to hide/show all private comments, allowing easy comment reading for tickets with a lot of comments
• Added an option to delete a comment. Now when the technician mouse over a comment, he/she will see a "delete" link appeared on the top right of the comment. When a comment is deleted, a new private comment will be created with the content of deleted comment. That way no comment will be actualy lost, just will be made invisible for the end-user (by converting it to a private comment).
• New notification system is implemented - now all technicians will be able to see system messages created by Mojo staff. The purpose of the system messages is to inform all techs about some important things regarding Mojo Helpdesk. Some of the messages could be closed, some will remain visible until the Mojo staff take them down. There will be 4 types of messages (each will have different colors for easy recognition):
  • information
  • notice
  • warning
  • emergency
• Added tickets import - now you can import not only users, but tickets as well. All you need is a CSV (comma separated values) file with tickets data from your old helpdesk. The system will automatically create ticket queues (if the queue field is mapped), and will place the imported tickets in the proper queue (similar way as imported users are placed in imported companies).

Thank you to our customers for their input. Here are the improvements we did based on your feedback.

New features

• Added Email templates to allow customization of outgoing emails.
• Added role admin with privileges same as owner.
• Centralized most email settings into a new view “Configure Emails” located in the ‘Manage your help desk’ view (owner and admins only).
• Added a flag for private messages. Private messages replace ticket notes. Private messages are visible by help desk staff only.
• Added customizable ticket types (question, incident, task, etc...) in the ticket form.

Changes & Improvements

• Improved ticket display response time.
• Tickets notes have been replaced by private messages.
• All ticket form fields can now be reordered.
• Redesigned ticket view for better speed and improved user experience.
• Closed tickets can be reopened by helpdesk staff.
• Redesigned rating interface in user portal view to make rating easier when closing tickets.
• Added attachment icon and number of comments in ticket list views.
• Users (people with user role) are no longer listed in the help desk staff view.
• Removed display of priority and queue name in the user portal views.
• Improved payment receipt information.
• Misc. user interface improvements.
• API: added support for priority, status ticket update and private comments.

This release focuses on maximizing the use of screen space and decreasing the number of clicks needed to achieve most tasks.

Redesigned user interface

• Revamp of unassigned ticket screen
  
• Redesigned helpdesk management screen
  
• Revamp of ticket listings
  
• Reassigning a ticket can now be done in the ticket view
  
• The search is now available on every page

A new customer portal

The helpdesk landing page is now The Customer Portal that includes a customizable home page. Go to manage > configure Mojo Helpdesk to change it.

Revamped of guest requests

• Unregistered users can create new tickets w/o you having to create accounts. The'request and account' feature has been removed since user accounts are created automatically when unregistered users create a request.
  
• Custom ticket fields are now present in the guest request
  

And we also fixed few annoying bugs.