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 - 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.
- Anson Alexander is a blogger, author, SEO expert, teacher, and tech geek.
Skills covered in this course
- Now that we've created a Mojo Helpdesk account and we are logged into that account, let's take a look at the Mojo Helpdesk user interface, so that we can become more comfortable with where all of the primary features are located within Mojo Helpdesk. When we first login to our account as an administrator or an agent, somebody that can respond to tickets within Mojo Helpdesk, we are brought to the My Assignments section, which we can tell because it's written at the top of my screen. And then, if you look at the set of blue links to the top left of my screen, My Assignments is currently highlighted. This is where we'll see any tickets that have currently been assigned to us. Also on the left side of my screen, you'll notice that there's a big red New Ticket button. Even though we're an agent or an administrator, we can still submit tickets for other agents to solve here in Mojo Helpdesk. So if we wanted to create a new ticket, all we would have to do would be to click on that button. The other blue links below the New Ticket button deal with different ways we can view tickets within Mojo Helpdesk. So, as we use Mojo Helpdesk, we can mark tickets to be added to our watch lists, so that we can keep a close eye on them. So maybe as an administrator, I see some high priority tickets that other agents are resolving. I could still add those tickets to my watch list, just to make sure everything goes smoothly with them. The Pick Box will display any tickets that are currently unassigned. So hopefully, you have your Mojo Helpdesk set up in a way where most tickets are automatically assigned as they are created. But you might have kind of a random queue where we don't really know who to assign those to, so they just go into the Pick Box. And then you have a few agents that are always looking through that Pick Box and assigning them to themselves if they think they can resolve the ticket. The Open Tickets link will show us any currently open tickets here in Mojo Helpdesk. And the Dashboard gives us a quick snapshot of the current activity within Mojo Helpdesk, how many closed tickets there are, how many created tickets, any agent messages. This isn't a detailed report. It's just a quick snapshot for you to take a look at during the day as you're using Mojo Helpdesk. The little star on the left side of the screen is our customer satisfaction score. So, as we resolve tickets in Mojo Helpdesk, the users that created the ticket have the opportunity to rate the experience, how well we did in resolving the issue, and that will generate a Mojo score which we can see on the left side of the screen. Down at the bottom left, we have some more options on how we can view tickets here in Mojo. We can view all the tickets, closed tickets, tickets that have a rating, and tickets that are older than five days. Let's move back up here to the top. There are a few other sections that I'd like to show you. First of all, you can search up here at the top. So, if you need to find a particular ticket, and you've got a big list of them in your inbox, but you know some of the details about that ticket, you can go ahead and search for it in the search box. As an administrator, you're going to be navigating to the top right side of your screen quite often. If you click on the wrench icon at the top right side of your screen, this is where you can access some more Mojo Helpdesk features, including the Helpdesk Settings and the Helpdesk Reports. Later on in the course, we're going to go into detail about both of these sections, but as an administrator, it's really important to know where these two sections are. And then, finally, at the very top right of our screen, we have our profile. If we click on the drop-down next to our initials, we can access our profile to upload a photo and change any personal information about us. So those are the main areas within Mojo Helpdesk. And throughout the rest of the course, we're going to break down those different areas and look at each one in more detail.
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