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Learning Mojo Helpdesk

Customizing ticket forms

From the course: Learning Mojo Helpdesk

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  • Course details

    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.

    Instructor

    • Click here to view Anson Alexander’s instructor page

      Anson Alexander

      Video Author - Web Marketer - Content Creator - Instructor

      • Anson 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

  • Welcome

    - Mojo Helpdesk allows us to create custom ticket forms so that we can specify and require that certain information be provided when users fill out a new ticket. Now, as an organization, you have the choice of whether or not you want to have one global ticket form for all requests sent into Mojo Helpdesk or if you want to have multiple forms depending on the type of request. I recommend that if you're going to be handling multiple types of requests with Mojo, you have each type of request with its own specific form. In this video, we're going to create a custom form for tech support requests. This would allow us to add some custom fields such as what device is having problems and a field for asking the user whether or not they've already tried restarting that device. We want to have a custom form for this because if somebody's filling out a ticket to go into the event coordination queue, we don't need to ask that user what device they're having problems with, they're not having…

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Contents