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Introduction to Mojo Helpdesk

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

    - Before we dive right in and start using Mojo Helpdesk, let's take a look at some of the primary features of Mojo Helpdesk so you can see how it will benefit your organization. Right now I'm on mojohelpdesk.com and I've already clicked on the Features section so that we can see everything that Mojo Helpdesk offers. As you can see, it's an all-in-one helpdesk that really helps you centralize and track all requests within your organization or even requests from external clients. The primary feature of Mojo Helpdesk is a ticket management system. So users can submit tickets, those tickets can be assigned to the proper agents to resolve them, and everything that goes into the process of resolving a particular issue is tracked by Mojo Helpdesk. So we can see how much time it took, we can see who resolved the issue, we can see any notes that went along with that particular problem, and then users in the end, will have the opportunity to give feedback on whether or not their issue was actually resolved. Mojo Helpdesk features Role-Based Access Control. So, we can assign agents to only handle certain types of tickets within the system. And if a ticket gets submitted, that they aren't assigned to handle, they shouldn't even see that ticket within the system. So they'll only see the stuff that they need to see within Mojo Helpdesk. Mojo Helpdesk also features automations, which allow you to automatically assign tickets to the proper agent and you can even automatically respond to certain ticket requests if you have a canned response that you think will resolve the issue. Mojo Helpdesk also has email integration built in. So when your agents receive a ticket in their queue, they will get an email notification. Mojo Helpdesk integrates with Google, Thunderbird, Outlook, Aol, Yahoo, and GoDaddy. And if your organization uses Google Apps, your users can actually log in right into Mojo Helpdesk with their Google account. They do not need to have a separate username and password. So that just makes things even easier, if you're using Google Apps. Mojo Helpdesk also allows you to add your own branding. So if you have external clients using Mojo Helpdesk, they're not going to log in and see all of the Mojo Helpdesk logos and branding colors. They'll see your organizations logo so it is consistent with the rest of your branding. Mojo Helpdesk also features customer satisfaction ratings. So after a ticket has been resolved, the user that submitted the ticket has the opportunity to rate how well their experience was. Was the ticket resolved quick enough? Did it actually resolve the problem? And then we can run some metrics later on, to see where there might be some bottlenecks within our organization. We might have to talk to certain agents who have a low customer satisfaction ratiing to figure out why that's happening and how they can improve. Mojo Helpdesk also has time tracking built into the system so we can see how long it takes to solve particular problems. Maybe we have a ticket queque for IT support, and then we also have a ticket queque for finance. And the problems that are going into that IT support ticket queque are taking a lot longer than the finance problems. So, we've identified a bottleneck within our organization by using Mojo Helpdesk and now we can go in and try and open that up and see why those tickets are taking so long to resolve so hopefully we can find a long term solution. We can also customize the ticket forms within Mojo Helpdesk. So this means we can specify which fields show up when users go to submit a ticket. This is really important if you're in an environment such as an IT department and you're handling IT support requests because often times you'll get requests where somebody just says "My computer's not working" And you don't have enough information in that ticket to resolve the problem. So by being able to customize your ticket forms, you can make sure that in order for that user to submit a ticket, that they have to fill out certain fields. So you can see on my screen, all of the fields that have a yellow and white exclamation point next to them are required fields and the user must fill those fields out in order to submit the ticket. FInally, Mojo Helpdesk also features in-depth reports and metrics. So you can see all of your closed tickets, how many tickets have been created, what your customer satisfaction score is, and how many tickets you have open that are still waiting for a response. So this really helps you see everything that's going on within your organization, see where the biggest problems are in your organization, and increase your organizations' overall efficiency.

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Course Contents