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Learning Mojo Helpdesk

Hierarchy of Mojo Helpdesk users

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

    - Before we start adding users to Mojo Helpdesk, it's important to understand the hierarchy of Mojo Helpdesk users, so that we know which role we should give to each user when we add them to the system. Regular users in Mojo Helpdesk are the people that can submit tickets. They can create tickets and they can view and comment on their own tickets, but they cannot see tickets that were created by other users in Mojo Helpdesk. Restricted agents are agents that can respond to tickets in Mojo Helpdesk, but their access is limited. It's limited only to the queues that were specified when their account was created. So this is great for your specialty agents that are only going to be responding to one topic of tickets that were submitted to Mojo Helpdesk. They also cannot run any reports in Mojo Helpdesk. Regular agents can view and respond to all helpdesk tickets. They're not limited to a certain amount of queues. They can also create tickets on behalf of users. So if a user calls one of…

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Contents