Mojo Helpdesk Guide for Agents
Related resources
- For Admins: Mojo Implementation Guide
- For Contacts: Mojo User Portal Overview
This guide is designed to help agents get up and running in Mojo Helpdesk.
By the end, agents will understand how to navigate Mojo and manage the full lifecycle of support tickets from creation to resolution.
Overview of Mojo
- Three key portals (Help Center, User Portal, and Agent Portal) → Learn more
- Ticket creation channels → Learn more
Ticket Status and Lifecycle
- Different ticket statuses in Mojo
- Best practices:
- When to mark a ticket as solved
- Solved vs. closed tickets
- Meta statuses (open vs. resolved)
Mojo AI Copilot
If an admin has enabled the Mojo AI Copilot feature for the help desk, agents can enjoy the following features:
- Suggest answer
- Improve draft
- Suggest a KB Article
- Ticket Summary
- Sentiment Analysis
Ticket List
Basics
- Track important tickets with the Watch List → Learn more (includes video)
- Use advanced search and create custom views → Learn more
- Customize displayed columns and sort the ticket list → Learn more (includes video)
Advanced
- Perform bulk actions → Learn more (includes video)
- Download/export ticket data as CSV → Learn more
- Merge duplicate tickets → Learn more
Mojo Star Customer Satisfaction
- How customer satisfaction is measured → Learn more