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Get your help desk queue under control. Mojo Helpdesk is the no frills, easy-to-use help desk software that's ideal for small- to medium-sized business. It's an affordable, hosted platform that's simple to deploy. This course will show how to set up the latest version of Mojo Helpdesk. Author Anson Alexander shows how to manage users and groups and configure the queues, notifications, and other critical settings in Mojo Helpdesk. He also shows how help tickets are submitted, routed, updated, and resolved. Want to reduce incoming requests for support? Take a look at the videos on working with the knowledge base, which can be a great resource for users who want to self serve and alleviate some help desk overhead.
Video Author - Web Marketer - Content Creator - InstructorAnson Alexander is a blogger, author, SEO expert, teacher, and tech geek.
As the founder of AnsonAlex.com, Anson works full time writing, editing, and producing content for his site and providing technical and business services to clients. He has a BS in international business and information systems from the University of Tampa. In his free time, Anson plays video games, enjoys nature, spends time at the beach, and loves to travel.
Skills covered in this course
- As you use Mojo Helpdesk, it may be a good idea to set up some email notifications so that agents are notified when a ticket has been created in a particular queue. Let's take a look at how we can configure those email notifications. From the Mojo Helpdesk dashboard, I'm going to click on the wrench icon again, and then I'm going to click on helpdesk settings, and this time I'm going to access the section called productivity. From here, I'm going to click on new ticket notifications. You'll notice that by default all agents will be notified when a new ticket has been created in Mojo Helpdesk regardless of what queue it was created in. This can become a problem because for our situation we have Bryan whose an agent in the IT department and we also have Jennifer whose an agent in the events coordination department, and we don't need Jennifer to be notified when a ticket has been created in the IT department queue, and we don't need Bryan to be notified when a ticket has been created…
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