Mojo Helpdesk Implementation Guide for Admins

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This guide is built to help Mojo Helpdesk admins configure their help desk, manage user access, build workflows, and enable powerful features like automations and reporting.

By the end, admins will be equipped to run an efficient, customized help desk.

Overview of Mojo

  • Three key portals (Help Center, User Portal, and Agent Portal) → Learn more
  • Ticket creation channels → Learn more

Adding and Managing Agents

Organizing Work with Queues

  • How to create and manage ticket queues → Learn more
  • Restrict agent access by queue → Learn more (includes video)
    • Note: Available on select plans

Customizing Ticket Settings and Fields

  • Ticket form and fields overview → Learn more
  • Customizing the ticket form and fields → Learn more
  • Ticket Type: Customizable system field drop down → Learn more
  • Tag tickets for better organization and filtering → Learn more
  • Define and track ticket resolution for closure insights → Learn more

Reporting

  • Dashboard: Overall help desk performance → Learn more (includes video)
  • Customer Satisfaction Report → Learn more (includes video)
  • Aging Summary → Learn more
  • SLA Dashboard and Violations → Learn more
  • Time Spent Report: Track billable hours or time spent within a ticket → Learn more
  • Event Log: Audit ticket activity history → Learn more

Workflow Automations

  • Mojo Bot: Automate repetitive tasks → Learn more
  • Mojo Scheduler: Set up recurring tickets for routine tasks → Learn more
  • Mojo AI Copilot: Enable AI-powered support for agents → Learn more

Building and Managing Your Knowledge Base

  • Manage Knowledge Base (KB) Settings → Learn more
  • Organize KB articles with Topics → Learn more
  • Create KB articles → Learn more
  • Customize the look and feel of the Help Center → Learn more

Security and User Access Management

  • Mojo Helpdesk authentication options → Learn more
  • Organize users into Groups and share ticket access → Learn more
  • Manage access by whitelisting and blacklisting domain names, IP addresses, email addresses, or languages → Learn more
  • Additional security measures
    • Email address confirmation requirement → Learn more
    • Require two-factor authentication (2FA) → Learn more
    • Configure enterprise single sign-on with SAML and JWT  →  Learn more
    • Use Temporary Access Passes (TAPs) for short-term users → Learn more