Video is locked.

Unlock the full course today

Join today to access over 15,000 courses taught by industry experts or purchase this course individually.

Learning Mojo Helpdesk

Updating and responding to tickets

From the course: Learning Mojo Helpdesk

Start my 1-month free trial
  • 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

    - In this video, we're going to take a look at how your Mojo Helpdesk agents can view, respond and update tickets that have been submitted to the helpdesk. I'm now logged in as Bryan Klein, and he's our support technician. A few minutes ago, Sarah Spelling, one of our end users, submitted a ticket to the tech support queue saying that her computer's not turning on. Because this ticket was automatically assigned to Bryan based on the queue it was submitted to, he would have gotten an email notification saying that there's a new ticket. At the same time, when he logs in to Mojo Helpdesk the ticket is listed in the My Assignments area which we can see on my screen. Right from this list view, we can see who the customer is that submitted the ticket, the subject of the ticket, when it was last updated, the queue that the ticket was submitted to, the technician that the ticket is assigned to, that it's a new ticket, and that the priority is "normal". If we wanted to view more details about…

  • Practice while you learn with exercise files

    Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.

    Download the exercise files for this course. Get started with a free trial today.

  • Download courses and learn on the go

    Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.

    Watch this course anytime, anywhere. Get started with a free trial today.

Contents