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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.
Video Author - Web Marketer - Content Creator - InstructorAnson 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
- In this video, we're going to take a look at some of the reporting features available to us here in Mojo Helpdesk. From the main screen, I'm going to click on the wrench icon in the top right and I'm going to click on Helpdesk Reports. This is going to take us all the way down to the Reporting section in the Helpdesk Settings. We took a quick look at the dashboard earlier on in the course, but I do want to take another look at it, because I want to reiterate how useful this area can be for administrators here in Mojo. This shows you a snapshot of all of the big things that are going on within your Helpdesk. How many closed tickets you have, how many created tickets, messages, how many tickets are waiting for a response, and then your backlog is how many open tickets you have. So you can obviously change the date range up here at the top, you can use some filters so you can only look at certain queues, or certain ticket types. But then when you scroll down, the graph shows you all…
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