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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 start adding more users and agents to your Mojo Helpdesk installation, it's a good idea to create some user groups, so that you can better organize the users that are in your system. Right now, I'm on the All Users page here in Mojo Helpdesk. And you can see I've added a few new users so that we can organize them into groups. The example that I'd like to use is with Jennifer Dawson and Sarah Spelling. As you can see, Jennifer Dawson is currently an agent in our system. She is actually the event coordinator for Landon Hotels. Sarah Spelling is a user. She's an event planner, and she works in Jennifer's department. Now, I'd like to add both Jennifer and Sarah to an event group here in Mojo Helpdesk. One of the main benefits of doing this is that because Sarah is in Jennifer's department, I'd like Jennifer to see all of the activity that's going on within her department. So even if Sarah Spelling submits an IT support ticket here in Mojo Helpdesk, Jennifer wouldn't be the agent…
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