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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 offers a number of different plans for you to choose from when signing up so that you can choose a plan that best fits your organization. Let's take a look at the different plans and the features that they offer. From the mojohelpdesk.com homepage, I'm just going to click on Plans and Pricing at the top of the screen. On the page that appears, you'll notice that we have a table that shows each of the four currently offered Mojo Helpdesk plans and the features that they contain. So as you can see with the Free version of Mojo Helpdesk, we're allowed up to three agents. And Agents are the people that will respond to tickets that your users submit. With all of the other plans, we can have an unlimited number of agents. In the Free plan of Mojo Helpdesk, we can have up to four Queues. Queues are a way to categorize your tickets so that the right agents can respond to them. With the free version, we have up to four, professional ten, and the other two versions we can have an unlimited number of queues. In the free version of Mojo Helpdesk, we can have up to two Custom Forms. Custom Forms are forms that you're allowed to modify so that you can make sure that you're getting all of the information necessary for you to handle the particular ticket. With the Professional version, we can have up to six and then with Enterprise and Enterprise Pro+, we can have an unlimited number of Custom Forms. Rule-Based Automations allow you to automatically respond to a ticket or assign it to a particular queue or agent when it comes in so it's less work for your agents and Mojo Helpdesk staff or the people that are using Mojo Helpdesk. With the Free version, we can have up to two, Professional is five and then with both Enterprise and Enterprise Pro+, we can have up to 100 Rule-Based Automations. I'm not going to go over every single feature in the list. You can look at some of these other ones on your own. You notice that the File Storage does differ between the Free plan and the other plans and I do want to mention one more important factor down here. If you're going to be using the Knowledge Base and Self Service Portal offered by Mojo Helpdesk, you need to have at least the Professional plan. That's where users can go and they can find answers to their questions without actually having to submit a ticket into the Help Desk. It's also important to note that you can upgrade your Mojo Helpdesk plan at any time. So if you're brand new to Mojo Helpdesk, you probably don't know how many queues and automations you're going to need. So you can start with the Free version and upgrade as necessary. If you're a large organization and you plan on using Mojo Helpdesk heavily, you might want to start out with the Professional version. Because if you're going to be using Mojo Helpdesk for your customer service, maybe even sales, human resources, accounting, other departments as well, three agents just isn't going to be enough. As soon as you get to that Professional version, you can have an unlimited number of agents and then you also get 10 queues which is a good number of queues to start with so that you can organize your tickets in Mojo Helpdesk. As soon as you need more than 10 queues, then you can think about upgrading again, but you can do it at any time. It's instantaneous. So as soon as you need another agent or another queue, you can upgrade your plan. So go ahead and choose the plan that you think is best for your organization and let's get started with Mojo Helpdesk.

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Contents