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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
- Mojo Helpdesk offers a time-tracking feature that allows us to specify how much time we're spending in resolving each ticket, and then run reports to see how our organization is performing as a whole in resolving tickets and particularly how much time we're spending resolving those tickets. So let's take a look at how we can make use of this time-tracking feature. It all starts with the technician. So I have a new ticket here, I'm logged in as Brian Klein who is our tech support technician and he has a new ticket from Sarah saying she can't make phone calls. So we're going to open up this ticket, we'll go ahead and we will change it from new to in progress because that's the first thing we always do. And now let's say Brian went down talked to Sarah, found out she was trying to make international calls and she wasn't entering a country code. So it wasn't the phone's fault, but we resolved the issue. So what we're going to do is we're going to click Reply, we're going to say "User…
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