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Learning Mojo Helpdesk

Managing service-level agreements (SLAs)

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

    - Service level agreements are a great way for you to track your companies effectiveness at resolving that are submitted to Mojo Helpdesk. Mojo Helpdesk allows you to set SLAs based on both the response time, for each ticket, and the customer satisfaction level of each ticket. Let's take a look at the SLA section here in Mojo Helpdesk. And we'll even create our own custom service level agreement. To access the SLA section here in Mojo, I'm going to click on the wrench at the top right of my screen. I'm going to go to the Helpdesk settings, and then I'm going to scroll all the way down to the bottom. In the reporting section you'll notice that there is a box for us to access the SLA targets. When I click on that box, you'll see that Mojo Helpdesk already has two default SLA's created for us., saying that 84% of the tickets must be rated between four and five stars, and that the response time on 80% of the tickets must be within four hours. Now this is especially useful if your…

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Contents