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Filtering tickets

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

    • Anson Alexander

      Anson Alexander

      Video Author - Web Marketer - Content Creator - Instructor
      View on LinkedIn

      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.

      View all courses by Anson Alexander

    Skills covered in this course

  • Welcome

    - In this video, we're going to look at how agents and technicians can filter through the tickets that have been submitted to Mojo Helpdesk, so they can more easily find the particular ones that they're looking for. From the My Assignments section here in Mojo, we're going to move down our screen to the bottom-left and click on All Tickets. This is where we can view all of the tickets that have been submitted to the help desk. Now, there is a caveat to this. By default, when you go to view All Tickets, it shows you all of the tickets that have been created from your account. And we want to change that, because we want to view all tickets that have been created by anybody's account. So, what we need to do is we need to go up here to the search box at the top of our screen. You'll notice there's a line in here that says created_by and then an id. If we just delete that out and then press Enter or Return on our keyboard, it will rerun a search that searches for all tickets within Mojo…

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Course Contents