Find your fit
Who it is for
An internal IT group or school support desk can use Mojo to collect requests and assign them to the people responsible. Test the actual mix of email, web and portal requests, because each channel should land with the correct owner and visible status.
Customer service teams with repeat questions can pair ticket handling with a searchable knowledge base. Assign someone to maintain articles and decide which answers should be reused in replies or suggested before a new ticket is opened.
The work it supports
Core capabilities
Ticket intake and history. Requests can arrive through email, forms, a customer portal or chatbot. Each ticket carries an owner, status, priority and message history. Run a sample customer conversation through the channels the team actually plans to use.
Routing rules. Mojo can assign tickets from category, queue, customer tier or keyword conditions. Start with one common rule and test what happens to a request that matches two rules or none.
SLA monitoring. Timers and alerts can help the team watch response and resolution commitments. Set one realistic service target, then check pause conditions and manager alerts before treating the numbers as a service promise.
Knowledge-base reuse. Agents can cite articles in replies, and strong ticket answers can become new articles. Review a draft for customer-specific details and current instructions before making it public.
Article suggestions. Mojo says people can see matching knowledge-base articles while they type a ticket question. Pilot the search with the team's most frequent issues and check whether the suggested article actually resolves the request.
Forms and reusable replies. The Team feature list includes custom forms and canned responses. Use a short form for the needed diagnostic details and keep standard replies editable for the individual case.
Support reporting. The product page describes measures such as first response, resolution time, ticket volume and agent workload. Define which queue and time window matter before comparing agents or using the report to staff shifts.
Understand the offer
Pricing and getting started
Mojo sells per-agent Team, Business and Enterprise plans. The public page advertises a 21-day free trial without a credit card. Confirm the billing selection and agent count before a purchase.
The Team tier includes core ticketing but limits storage, queues and automation. Business adds more storage, unlimited queues and forms, advanced automation and several controls. The plan table also places private knowledge-base access in Business and Enterprise, so verify the exact tier before promising internal-only articles.
Mojo's marketing page mentions asset management alongside help-desk functions, but the dedicated page calls Mojo Asset an add-on. Ask for its scope and price separately if device inventory and ticket-linked asset history are part of the buying decision.
Look a little closer
Before you choose
Pilot a support request from email or portal intake through automatic assignment, an SLA alert, an agent response and a knowledge-base article. This tests the workflow rather than just the presence of each feature.
Count expected agents, queues and automation rules before picking Team. The vendor's broad 'every plan' language sits alongside specific Team limits and Business-only controls; use the plan comparison as the entitlement check.
If private articles matter, confirm the proposed plan. Mojo describes private help content generally, while its pricing comparison places a private knowledge base in Business and Enterprise.
Keep asset tracking separate in the evaluation. Mojo Asset can link devices and repairs to tickets, but it is labeled as an add-on, so request a combined quote only if the help desk needs that workflow.
5 distinct sources behind this profile. Research observed Oct 18, 2026. Features and offers can change.
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