Ticket Resolutions

The resolution field in Mojo Helpdesk is a customizable dropdown used to track how tickets are resolved. Agents select from a predefined list of resolution types, which is shared across all ticket forms.

Defining and consistently using resolution types can improve reporting and give better insight into support trends.

Setup instructions

Agents with a manager or admin role must complete the following steps before resolutions can be used:

  1. Enable the resolution field
    • Enable the Resolution field on the ticket form from the admin settings.
  2. Create resolution types
    • After enabling the field, create one or more resolution types that agents can select when resolving tickets

To create a resolution

Instructions for agents with either a manager or admin role:

  1. Click on the waffle icon on the upper right corner
  2. Select Account administration
  3. Select Tickets > Resolutions
  4. Click on + new
  5. Enter new resolution name
  6. Click save

To enter a resolution on a ticket

Once created, all agents can apply a resolution when closing or updating a ticket.

  1. Open the ticket
  2. In the right-hand detail panel, click on Resolution
  3. Select from the drop down
  4. Click the green check mark to save

Reporting on resolution

Managers and admins can report on resolution usage.

Once resolutions are applied:

  • Use the Dashboard to view trends over time
  • Filter report metrics by resolution type to see how many tickets were resolved with a particular method